Fix a declined session payment

You need a directly paid session with a declined charge to see Balance due or Declined payments in your payment settings.

Pay the balance

Adding a valid card attempts to pay the declined session charges on your account.

1. Open Settings > Payment.
2. Review the Balance due notice and the affected rows in History.
3. Select Add a payment card.
4. Enter a card that can cover the displayed balance (you can re-eneter the same card if needed).
5. Enable Make this your active card?.
6. Submit and wait for the payment result.

When all declined charges succeed, their statuses update and supervision access that was paused because of payment can become active again.

If the new card also fails

Motivo does not schedule automatic retries for a declined session payment. If any past-due charge fails while you add a card, the new card may not be saved and the previous active card may remain in place.

Check the card number, expiration date, billing details, available funds, and any message from the card issuer. Then try another card. Your bank may need to approve the transaction.

How declines affect supervision

If a session payment is declined, the unpaid amount stays on your account until it’s paid. If a second payment is declined, your supervision match will be paused until your balance is paid in full. While your match is paused, you won’t be able to schedule new sessions, and any upcoming sessions will be canceled. Your supervisor will be notified that your match has been paused due to a payment issue.

Once your full balance is paid, you’ll be automatically rematched with your supervisor and can schedule sessions again, including rebooking any that were canceled.

If the amount looks wrong

Compare the Session date, Supervisor, and Session type in History with the completed session. If the attendance or charge is incorrect, contact support@motivohealth.com with the session date and supervisor name so the charge can be reviewed.