The Terms of Use permit a Failed Payment Fee after unsuccessful retries on an undisputed invoice. A failed payment by itself does not establish that a fee was assessed. Check the actual invoice, or contact support, to confirm any charge on your account.
When the fee applies
If your payment method fails for an undisputed amount, Croux may retry the charge. Under the Terms of Use, a fee may be assessed only if the invoice remains unpaid after those retries. Do not treat the first failed attempt as a fee charge.
If a fee is assessed
Review the fee line and amount on your invoice. Contact support with the invoice number if you need help confirming what was actually charged or believe a charge is incorrect.
Exclusions in the Terms of Use
- The Terms exclude payment-processor errors from the Failed Payment Fee.
- The Terms exclude amounts covered by a timely, good-faith billing dispute.
Accounts that remain past due
If an account remains past due after we have provided notice, Croux may pause platform access until the balance is resolved. Access is never paused solely over an amount that is under a timely, good-faith billing dispute.
How to avoid it
- Keep your payment method current in your account settings
- Consider paying by ACH — see Card Processing Fees and How to Pay by ACH Instead
- For late-payment timelines and charges, see Invoice Late Payment Fees
Questions about a specific invoice? Reach out to us at support@croux.co and we are happy to walk through it with you.
Need more help?
Send it to us at support@croux.co and we are happy to help!