How to Manage Your Payment Method and Resolve Payment Failures in Ninety

Owners and Admins can update their company's payment method at any time from the billing page. Ninety processes payments through Stripe and accepts credit cards from customers worldwide and ACH transfers from US bank accounts. If a payment fails, Ninety automatically retries the charge and preserves your data throughout the process.

Supported payment methods

Ninety accepts the following payment methods:

• Credit cards. Visa, Mastercard, American Express, Discover, Diners Club, JCB, and China UnionPay.
• ACH (US bank accounts). Direct payment through a United States bank account. ACH is not available for banks outside the US.
   

Adding or changing a credit card

To add a new credit card or update an existing one:

1. Click your profile icon at the bottom of the left navigation.
2. Click Billing from the popup menu.
3. Click Manage Billing.
4. Click Add Payment Method under the Payment Methods section.
5. Enter your new card details and save changes.

To update an existing card instead of adding a new one, click Update next to the current card in the Payment Methods section.

Connecting a US bank account

To connect your payment method to a US bank account through Stripe:

1. Click your profile icon at the bottom of the left navigation.
2. Click Billing from the popup menu.
3. Click Manage Billing.
4. Click Add Payment Method under the Payment Methods section.
5. Click US Bank Account.
6. Search for and select your specific bank.
7. Agree to connect Stripe with your bank account.
8. Click Connect account.
9. Click Continue with Ninety.io.

Your bank account will be available as a payment method once the connection is confirmed. If your bank requires additional verification steps, Stripe will walk you through them during this process.

What happens when a payment fails

If a payment fails, Ninety's billing system automatically retries your payment method over the following days. You don't need to take action unless all retry attempts fail.

Here's how the retry process works:

• Days 1–7. The system attempts to process your payment up to nine times using your saved payment method.
• Email notifications. You'll receive alerts at your billing contact email address after the initial failure and before your subscription is at risk of cancellation.
• Grace period. Your team maintains full access to Ninety during the retry period. You won't experience any service interruption while retries are in progress.
• After the final retry. If all nine payment attempts fail, your subscription is downgraded to the Free plan. Your data is preserved, but you'll lose access to paid features until you update your payment method and resubscribe.
  
  
  

  Important: You won't lose your data due to payment issues. Ninety preserves all your information so you can pick up right where you left off once payment is resolved.

   

Recovering from a failed payment

If your payment has failed and you need to update your payment method and reactivate your account:

1. Click your profile icon at the bottom of the left navigation.
2. Click Billing from the popup menu.
3. Update your payment method using the steps in the credit card or bank account sections above.
4. Click Explore Plans to reselect your subscription tier.
5. Click Select Plan on the plan you want.
6. Complete the checkout process.

Your account will be reactivated immediately, with all data intact.

If your payment continues to fail after updating, check the following:

• Expired card. Confirm that the card on file hasn't expired. Replace it with a current card.
• Insufficient funds. Verify that your payment method has sufficient funds or available credit.
• Bank-side blocks. Some banks flag recurring international charges or new merchant charges as suspicious. Contact your financial institution and ask them to allow charges from Stripe or Ninety.
   

Troubleshooting

Issue: You see a "Forbidden" error when trying to update your payment method. Solution:

1. Clear your browser cache and cookies.
2. Try a different browser or open a private/incognito window.
3. Confirm you're logged in as an Owner or Admin. Other roles can't access billing settings.
4. If the error persists, contact support with a screenshot of the error.
    

Issue: Your payment keeps failing after you updated your card. Solution:

1. Double-check that the card number, expiration date, and CVV are entered correctly.
2. Confirm the billing address on the card matches what your bank has on file.
3. Call your bank and ask if they're blocking charges from Stripe or Ninety.
4. Try a different payment method (a different card or a US bank account).
5. If the issue persists, contact support.
    

Issue: You want to switch from a credit card to ACH (or the other way around). Solution:

1. Add the new payment method first using the steps above.
2. Once the new method is confirmed and active, remove the old payment method from the Payment Methods section in the billing portal.
3. Your next billing cycle will use the new payment method.