We've updated how IntelliDent handles overdue payments and closed accounts. The aim is simple: no clinic should lose service without plenty of warning, and every clinic should always be able to see what's wrong and fix it quickly.
This guide explains exactly what happens if a subscription payment fails or a free trial ends, what still works at each stage, how to pay and get everything back, and what it means if an account is closed.
Key takeaways
- If a payment fails or your free trial ends, you get three reminders over 24 hours, by email and as a message in your dashboard.
- If nothing changes after 24 hours, your AI agents and features pause, and you're told the account will be suspended in another 24 hours.
- If it's still unpaid 24 hours later, the account is suspended until payment is made.
- You can always sign in during a pause or a payment suspension, and open the Billing page to pay.
- As soon as payment goes through, service comes back automatically.
- If an account is closed, its users can no longer sign in, but the clinic's data isn't erased. Contact our support team with any questions.
When does this start?
The schedule starts when either of these happens:
- A subscription payment fails. For example, your card has expired, was declined, or doesn't have enough funds for the monthly subscription invoice.
- Your free trial ends and no paid plan has been set up.
It doesn't apply to one-off invoices or to invoices that have already been paid.
The clock starts when our system first notices the problem, not on the original due date. So even if a card expired some time ago, you still get the full warning period before anything changes.
The timeline, step by step
Hours 0 to 24: three reminders
You get a payment reminder straight away, then again 8 hours later, and again 8 hours after that: three reminders in the first 24 hours. Each one arrives as an email and as a message in your IntelliDent dashboard.
During this time, everything keeps working. Your AI receptionist answers calls, reminders go out and bookings continue as normal. Paying at any point during this window stops the schedule, and nothing else happens.
Hour 24: service pauses
If the payment still hasn't been made after 24 hours:
- your AI agents stop: phone, chat, reminder calls and bookings made by the agents
- the other dashboard features are paused
- you get a notice by email and in your dashboard that the account will be suspended in 24 hours
You can still sign in. Instead of your usual dashboard, you see a screen that explains what's happened, with buttons to pay.
Hour 48: account suspended
If the account is still unpaid 24 hours after that notice, it's suspended until payment is made. You can still sign in, but only to a screen that says the account is suspended, with the options to pay.
Your data stays exactly as it was: patients, appointments, conversations, call records, knowledge base documents and agent settings are all kept.
How to pay and restore your account
While your service is paused or suspended for non-payment, you can still reach everything you need to pay:
- Pay invoice now: the pay screen and our reminder emails include a link to the open invoice.
- Open Billing: the Billing page shows your plan, invoices and usage.
- Manage payment method: opens the secure Stripe billing portal, where you can update your card and pay open invoices.
Changing plans, buying add-ons and other features stay unavailable until the account is paid up.
When does service come back?
Automatically. As soon as Stripe confirms your payment, your agents and features switch back on, usually within moments. You don't need to contact us or reconfigure anything: your agents, phone numbers, settings and data are just as you left them.
If your free trial has ended
A trial account has no invoice to pay. To keep using IntelliDent, contact our team to choose a plan. Once your plan is set up, your account is restored automatically, usually within the hour. See pricing for the current plans.
Suspensions made by our team
Occasionally our team may suspend an account for a reason other than payment. These suspensions work differently:
- Paying an invoice doesn't lift them, and the Billing page isn't available.
- Only our team can lift them, so please contact support.
If our team lifts a payment pause for your clinic, for example while a payment is being arranged, the automatic schedule won't suspend you for that same overdue payment.
Account closure
If an account has been suspended and isn't resolved, IntelliDent may close it. Here's what that means:
- No one can sign in. Users of a closed account see this message at sign-in: "Your account has been deleted. If you have any questions, please contact our support team at [email protected]."
- Everyone is signed out straight away, and the AI agents, phone, chat, reminders and bookings stay off.
- Your data isn't erased. Patients, conversations, call records, knowledge base documents, staff details and billing records are kept on the platform.
- Closure is final in the dashboard. A closed account can't be reopened by paying. Contact our support team if you have any questions about a closed account or your clinic's data.
Only a senior IntelliDent administrator can close an account. Every closure is recorded, along with who made it and when.
How to avoid any interruption
- Keep your card up to date. Use Billing, then Manage payment method, before your card expires.
- Make sure billing emails reach the right person. Reminders arrive by email and in your dashboard, so check that someone on your team watches for them.
- Act on the first reminder. Paying within the first 24 hours means your agents never stop.
- Plan ahead if you're on a trial. Talk to our team before the trial ends so your service carries on without a break.
Frequently asked questions
Will my AI receptionist stop answering calls straight away if a payment fails?
No. Your agents keep working for the first 24 hours while you receive three reminders. They pause only if the payment is still outstanding after that.
Can I still sign in while my account is paused or suspended?
Yes, if it's paused or suspended because of a payment. You can sign in, see what's outstanding, open the Billing page and pay.
Do I lose my data if my account is suspended?
No. Suspension stops the service, not your data. Everything is kept, and it's all there when you pay.
How quickly is my account restored after I pay?
Usually within moments of Stripe confirming the payment. For a trial account that's moved to a paid plan, usually within the hour.
What if I can't pay right away?
Contact our support team at [email protected] as early as you can. We'd much rather help you find a way through than see your front desk lose its AI cover.
My account was closed. What can I do?
Contact our support team at [email protected]. Your clinic's data hasn't been erased.
Need help?
If you have a question about a reminder, an invoice or your account status, email [email protected]. For a step-by-step guide to setting up your agents, read how to create an AI agent in IntelliDent.