Billing problems

The account is suspended

You get there two ways: the 14-day trial ended without subscribing, or the retries on a failed charge ran out.

What still works: reading the whole dashboard, reminders for appointments already booked, and patients confirming or cancelling from a reminder.

What doesn't: booking new appointments from the dashboard or the bot, the bot starting conversations, and changing configuration, doctors or the catalogue.

How to get out: Configuration, Billing section, and complete the payment. It reactivates immediately. Nothing was lost — appointments, patients and configuration are all intact.

The payment was declined

It shows as past due. That blocks nothing yet — Stripe retries for several days and emails the cardholder.

Usual causes, in order:

1. Insufficient funds at the moment of the charge.
2. The card expired. Update it in the billing portal.
3. The bank blocked it for being an international charge. This is common with Ecuadorian cards: call your bank and authorise the recurring payment.

If the retries run out, the account becomes suspended.

I want to pay by bank transfer

Write to hola@pingclinica.com. We can keep the clinic active outside automatic billing.

I don't recognise a charge

The full invoice history is in the billing portal, in Configuration. If something doesn't match, write to us with the invoice number.

I want to cancel

From the billing portal. The clinic stays active until the end of the period already paid for, then becomes suspended.

Before cancelling, take out what you need. Data isn't deleted on suspension, but if your clinic is going to stop using Pingclínica it's worth downloading the patient list and upcoming appointments while you still have full access. Write to us if you need help exporting.