Are you a study participant?
If you are a Study Participant, contact your Administrator directly as information in the Support Center is intended for qualified researchers and healthcare professionals. Misapplying the information below may affect your data collection.

Subscription payment rejected

If there is a problem with the payment of your subscription plan, we will notify you via email.

In case of a failed payment your subscription service will not be interrupted immediately. We will make 3 attempts to bill your card. At each attempt we’ll send you an email notification:

  • The first attempt will occur one day after the failed attempt.
  • The second attempt will be made 3 days later; and our last attempt will be made 3 days after that.

 This amounts to a total of a 7 day grace period to update your billing details - this means your subscription will not be cancelled for these 7 days while we’re attempting to bill your card.


There a few reasons why your subscription payment might have failed:  

  • Expired or canceled credit card  - Please contact your Credit Card issuer to request a new card, and update your billing details in your Empatica Account to ensure uninterrupted service.
  • Insufficient  funds on your credit card - please restore the funds on your card before the next payment attempt.

If the payment doesn’t go through after 3 attempts, the service plan will be interrupted (alerts will not be sent to Caregivers).


Articles in this section

See more
Our helpline hours
9:00am to 1:00pm EST