Essential Support doesn’t store or display your card details anywhere in the app. All payment-method changes happen in Stripe’s secure Customer Portal, which you reach from the Billing page.
Update your card
- Sign in as the workspace owner and open Settings (gear icon) → Billing. Only owners can access Billing.
- On the Team plan view, click Manage billing, in the row of buttons below the Agent seats card.
- Your browser is redirected in full to Stripe’s Customer Portal — this leaves the Essential Support app rather than opening in a modal.
- In the Stripe portal, use the payment-method section to add a new card or edit the one already on file.
- Use the portal’s link back to your workspace when you’re done. The Billing page automatically refreshes your plan details when you return.
After a failed payment
If a card is declined, the Billing page shows a “Your last payment failed” notice explaining that Stripe will retry the card automatically and that your team keeps working normally in the meantime — nothing is restricted yet. That notice has its own Update payment method button, which opens the same Stripe Customer Portal redirect described above.
Edge cases
- If the card is never fixed and Stripe exhausts its retry attempts, the subscription becomes fully inactive (lapsed) rather than staying in a permanent “past due” state — see Cancel or downgrade your plan for what happens then.
- The Manage billing button and the Update payment method button on the past-due banner open the exact same Stripe portal — there’s no separate in-app payment form.
- Updating your payment method doesn’t create a charge on its own; it only applies to your next scheduled invoice.
- Free-plan workspaces have no payment method to manage, since nothing is charged until you upgrade — see Upgrade to the Team plan.
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Source: https://help.essential.support/billing-plans/update-your-payment-method/