When Your Subscription Expires or Payment Fails

This page explains what happens when a renewal payment does not go through, what happens to your account if the payment is never collected, and how to put it right.

What happens when a renewal payment fails #

Your subscription does not stop the moment a payment fails. This is what happens instead:

1. Our payment provider asks your bank again, several times over the following days.
2. You keep your paid account for the whole of this time. Nothing is taken away while the payment is still being tried.
3. You get emails from our payment provider (Stripe or Paddle, not enCAST) telling you the payment failed and asking you to update your card.
4. Your subscription page shows Payment is overdue.
5. If the payment is collected, everything carries on as normal and there is nothing for you to do.
6. If it is never collected, the payment provider ends the subscription automatically, usually about a week after the first failed attempt, and sends you an email saying the subscription has ended. Your account then becomes a Free account.

You are never chased for the money afterwards. If the payment cannot be taken, the subscription simply stops.

How to update your card #

You can do this yourself, and it takes about a minute:

1. Log in to enCAST.
2. Go to Edit Profile and click the Account tab.
3. Click Update payment details. The same link is on your Your subscription page.
4. You are taken to our payment provider's secure page. Enter the new card and save. You are then brought back to enCAST.

If a payment has already failed, do this as soon as you can. The next retry is taken from the new card and your subscription carries on as before. Your plan and renewal date do not change.

enCAST never sees or holds your card details. They are held only by the payment provider, which is why the card is changed on their page and not on ours. We will never ask you for your card number by email or in a message.

Read more here: Changing Your Card or Payment Method.

An expired card does not stop your subscription straight away #

Nothing is charged to your card between renewals. So if your card expires in the middle of a subscription you have already paid for, your subscription is not affected and you keep your paid account until the end of the period you paid for.

The expired card only matters on the day the subscription renews. If you know your card has expired or has been replaced, update it before that date using the steps above.

If you re-subscribed and then got a "subscription ended" email #

If a renewal failed and you subscribed again before the payment provider gave up on the old one, you may get the "subscription ended" email a few days after your new subscription started. That email is about the old subscription only. Your new subscription is not affected, you remain a Pro member, and you have not paid twice.

To check, open Your subscription: it shows the subscription that is live now and its next renewal date.

Where to see your renewal date #

1. Log in to enCAST.
2. Go to Edit Profile.
3. Click the Account tab.
4. Scroll down to Your Subscription and click on it.

This page shows your subscription level, the email address on the account, and your next renewal date and price. If a payment has failed, it shows Payment is overdue instead of the renewal date.

Subscriptions renew automatically, whether you pay monthly, every six months or once a year. Please check this page if you are not sure when your next payment is due.

Read more here: How to Check My Subscription.

What happens if the subscription ends #

Your account is not deleted and nothing you have uploaded is lost. All your profile information stays in the system, including your photos, showreels, voice reels, documents, messages and your casting history.

What changes is what other people can see, and what you can do:

• On a Free Actor account your photos and showreels are not shown on your public profile.
• You cannot apply for castings. Applying requires an active paid subscription.

Read more here: Will I Lose my Profile if I Change my Subscription?

Starting again after a lapse #

You do not need a new account and you do not need to build your profile again. Log in as normal and subscribe again with a valid card. Your photos, showreels and everything else come back exactly as they were, and you can apply for castings again straight away.

If the cancel option is missing #

If you go to your Account tab to cancel and there is no cancel option, it is almost always because there is no active subscription left to cancel. This happens when a subscription has already ended, for example because a card payment could not be taken.

In that case there is nothing to cancel and you will not be charged again. If you want to check, contact us and we will confirm the position on your account.

Read more here: How Can I Cancel My Subscription?

If you were charged and did not expect it #

Subscriptions renew automatically until they are cancelled, so a renewal charge can arrive a year after you first subscribed. If you did not expect the payment, please tell us as soon as you notice it.

If you subscribed less than 14 days ago, you can change your mind and get a refund. You do not need to give a reason. Use the Refund Request form.

We keep only the amount for the days between subscribing and the day you tell us, and we refund the rest. No fee is deducted. We stop the subscription for you as part of the refund, and we send the money within 14 days of your message, to the payment method you used.

After the first 14 days, payments are not refunded, but you can still stop the subscription renewing again.

Read more here: Refunds and Subscription Policy.