When a renewal fails or a tribe has no payment method saved, the fix is new card details. A card request emails them a secure link to enter those details themselves.

Sending one

Send it from Accounts Receivable, against the customer. They receive an email explaining why it is needed and a link that requires no login.

The message adapts to the situation — no card on file, a card that has expired, or a request to confirm the existing one — so the recipient understands what has happened without you writing anything.

The link expires

Requests are valid for 14 days. That is deliberate: the link needs no login, so anyone holding the email can use it, and a link that lived forever in an inbox would be a standing risk.

If it lapses, send another. Re-sending is free and refreshes the expiry.

Sending in bulk

After a run of failed renewals, or before a first billing cycle, you can send requests to many tribes at once. Filter to the group that needs one — tribes that failed, or those on the dashboard's Will be billed, no card tile — and send them together.

After they add a card

The card is stored against the customer and used for future renewals. An outstanding renewal is picked up at the next retry, or you can charge it once the card is in place rather than waiting.

If they do not respond

1. Check the email reached the right person — the billing contact is often not the person who bought.
2. Re-send; the first one is frequently missed.
3. Contact them directly. At this point it is a relationship problem rather than a payments one.
4. Escalate through your normal receivables process if the balance keeps ageing.