E-mails about your plan

We tell you what’s happening with a paid plan or add-on before it costs you anything, and whenever something needs your attention. Every message comes as an e-mail and as a notification in your dashboard. Both come from United Pet Club, in your account’s language.

What we send, and when

You’ll get…	When
Your subscription ”…” renews on …	7 days before a yearly plan renews, or 3 days before a monthly one. It tells you the price and the card we’ll charge.
Your subscription ”…” ends on …	7 or 3 days before the end of a plan that won’t renew: you cancelled it, or turned automatic renewal off.
Add a card to keep your subscription ”…“	7 or 3 days before the renewal date of a plan that has no card to renew with. Also right after you buy a plan, if no card was saved with that payment.
The payment for your subscription ”…” did not go through	Soon after a renewal payment is declined. It tells you when we’ll try again.
Last try on …: update your card to keep ”…”	After the payment has failed eight times. The next try is the last one.
Your subscription ”…” has been canceled	When the last try failed too. The plan’s features stop.
Your subscription ”…” has ended	When a plan that wasn’t going to renew reaches its end date.

If you’ve scheduled a move to a cheaper plan, the renewal reminder names the new plan and its price, since that’s the plan you’ll be charged for.

If your profile is in Canada, the amounts in these e-mails include GST or HST, with the breakdown after them: for example 11.29 USD per month (9.99 USD + HST 13% 1.30 USD). The reminder’s figure is worked out ahead of time from your profile’s address; the renewal itself is taxed on the day it’s charged. See Taxes on United Pet Club fees.

We don’t send these for free plans, or for a plan you pay through the App Store or Google Play, except to say it has ended. Membership dues send their own renewal reminders. A recurring donation gets its own, donor-worded e-mails when a payment is declined, and no reminder: see Recurring gifts.

What to do when a payment fails

1. Select Update your card in the e-mail, or select the notification in your dashboard. Both open Account → Billing → Funding sources on the plan that failed.
2. Change the card, or add a backup card. See Paying for your plan.
3. To pay straight away instead of waiting for the next try, select Pay now on that plan.

You keep the plan’s features while we try again. See When a payment fails for when each try happens.

Where the messages go

• E-mail: to your account’s Billing email when one is set, otherwise to the e-mail address of the profile that bought the plan. To send them somewhere else, set the Billing email under Account Settings → Account Type → Account details. See Account settings.
• Notification: in the bell in your dashboard, for the profile that bought the plan. Selecting it opens the right page: the plan’s cards for anything about payment, Account → Subscriptions for the rest.

The messages are written in your account’s Default language & region, and dates follow its Default timezone. Both are under Account Settings → Regional Defaults. If the account has no timezone, dates are in UTC.

You can’t turn these messages off: they’re about your payments and your plan.

If you didn’t get one

1. Look in your spam or junk folder for a message from United Pet Club.
2. Check the bell in your dashboard: every e-mail has a matching notification there.
3. Check where it was sent: the account’s Billing email or, if that’s empty, the e-mail address of the profile that bought the plan.
4. Check the plan under Account → Subscriptions. A monthly plan’s reminder comes 3 days ahead, so a plan you changed within those 3 days may renew without one.
5. Still missing? Use our contact form with the plan’s reference (SUB-…). It is the title of the plan’s card under Account → Subscriptions, and the last line of every e-mail.