This article is about the card that pays for your own KennelBooker subscription. You can add a new card or update your card at any time, for example when your card expires or your bank sends you a new card number. If any KennelBooker invoices are unpaid, the same page pays them with the new card straight away. (To take card payments from your customers, see the Stripe articles instead.)
Where to update your card
Click Settings in the main menu. You land on Main Settings. In the Account Plan Details section, click Update Card Details.
You need the Settings permission to open Main Settings. If your account is on hold because of unpaid invoices, KennelBooker takes you straight to the Update your card page when you sign in.
How to add or update your card
Go to Settings > Main Settings > Account Plan Details and click Update Card Details.
The Update your card page opens. If nothing is owed you'll see "There's nothing outstanding on your account. You can update the card we bill." and a button called Update card. If you have unpaid invoices, they're listed with their Date and Amount due, and the button says Add card and pay followed by the total.
Click the button. You go to Stripe's secure page, where you enter your card details. KennelBooker never sees your full card number.
If your bank asks you to confirm it's you, approve it in your banking app or the window that opens. While this happens KennelBooker shows "Confirm with your bank". Don't close the page.
When the card is saved you'll see Card updated: "Your new card has been saved. We'll use it for your future invoices." If invoices were paid, or your account was on hold, you go straight back to your dashboard instead.
Your new card is used for all your future KennelBooker invoices. Cards only: you can use Apple Pay or Google Pay where Stripe offers them, but bank debits can't be added on this page.
What happens when you have unpaid invoices
When you add a card on the Update your card page, KennelBooker pays every unpaid invoice with it, oldest first.
If your account was on hold, it comes back as soon as all the unpaid invoices are paid.
If the card is declined, you'll see "Your card was declined. Any invoices listed below are still unpaid. Please try a different card." The invoices still listed haven't been paid, and you can try another card.
Each invoice number in the list links to the invoice on Stripe, so you can view it before you pay.
Paying an overdue invoice from Main Settings
If your subscription payment has failed, the Account Plan Details section on Settings > Main Settings shows how many days it's overdue and this message: "Your subscription payment has not been successfully processed for" the number of days, then "Please update your payment method. After 21 days your account will be suspended automatically." There's a red Pay Invoice Now button, and the Update Card Details button is hidden while this message shows.
Pay Invoice Now opens your latest unpaid invoice on Stripe's secure invoice page in a new tab, where you can pay it by card.
What updating your card doesn't do
Updating your card doesn't change your plan or how often you pay.
Updating your card doesn't affect the card payments you take from your customers. That's set up separately with Stripe.
The Update your card page doesn't take bank debits. It takes cards only.
If you pay for KennelBooker through PayPal, there's no Update Card Details button. Update your payment method in PayPal.
Updating your card: frequently asked questions
How do I change the card for my KennelBooker subscription?
To change the card for your KennelBooker subscription, go to Settings > Main Settings > Account Plan Details, click Update Card Details, then Update card, and enter the new card on Stripe's secure page. You'll see Card updated when it's saved.
My card has expired. What do I do?
When your card has expired, add the new card in KennelBooker: go to Settings > Main Settings > Account Plan Details and click Update Card Details. If a payment has already failed, the page lists the unpaid invoices and pays them with the new card as soon as it's saved.
Will I be charged when I update my card?
Only if something is owed. When nothing is outstanding, updating your KennelBooker card just saves the new card for future invoices. When there are unpaid invoices, the button says Add card and pay with the total, and those invoices are paid straight away.
Why is my KennelBooker account on hold?
A KennelBooker account goes on hold when subscription invoices stay unpaid. When you sign in you're taken to the Update your card page, which lists what's owed. Add a working card and KennelBooker pays everything listed; your account comes back as soon as all of it is paid.
Is it safe to enter my card?
Yes. You enter your card on Stripe's secure page, not in KennelBooker. KennelBooker never sees or stores your full card number.
Can my staff update the card?
Only staff with the Settings permission can open Settings > Main Settings, where the Update Card Details button is. You give that permission in Settings > Staff Accounts, under What they can access.
Can I update my card on my phone?
Yes, in a phone or tablet browser. The Account Plan Details section, with the Update Card Details button, isn't shown in the KennelBooker business app on an iPhone or iPad, so on those devices sign in through your browser (such as Safari) to update your card.
Where do I see my KennelBooker receipts?
Your KennelBooker subscription receipts are under Settings > Main Settings > Account Plan Details, with the View Receipts button.
Updating your card: common problems
I can't see the Update Card Details button
The Update Card Details button is hidden while a payment is overdue: use Pay Invoice Now instead. It's also not there if you pay through PayPal, or if you're in the KennelBooker business app on an iPhone or iPad (use a browser instead). The whole Account Plan Details section can also be hidden for a login by an administrator. If none of these apply, contact support.
"Your card was declined"
Your bank declined the card, so the invoices still listed on the Update your card page are unpaid. Try a different card, or ask your bank why the payment was declined.
"The payment wasn't confirmed with your bank"
You'll see "The payment wasn't confirmed with your bank. Please try again, or use a different card." when the bank's confirmation step wasn't completed or failed. Click the button again and approve the payment when your bank asks, or use a different card.
"We couldn't open the secure card page" or "We couldn't load your billing details"
KennelBooker couldn't reach Stripe just then. Wait a minute and try again. If it keeps happening, contact support with a screenshot of the message.
"Let us take a look"
"We couldn't find a billing account for your business" means your KennelBooker account has no billing record with Stripe yet. Contact support so they can look into it.
The page shows "Something went wrong while taking payment"
The payment didn't go through. Check whether any invoices are still listed on the Update your card page and try again. If money has left your account but invoices still show as unpaid, contact support with a screenshot before trying again.
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