The 14 Days Your Agent Has to Help Before You Drop

The First Failed Payment Is a Signal, Not the End

When a merchant's payment fails for the first time, the signing agent is alerted. That matters because the merchant should not simply disappear from the system without someone who already knows the business having a chance to respond.

The agent has a defined 14-day window to intervene and help address the situation.

Why Give the Agent 14 Days?

The agent is the person responsible for supporting the merchants they sign. They know the relationship, understand the business context and have a reason to protect a merchant relationship that can continue over time.

Fourteen days gives the agent enough time to make contact, understand why the payment failed and help the merchant work through the problem rather than treating one failed payment as an automatic loss.

What Happens If the Problem Is Not Resolved?

The 14-day window is not an indefinite grace period. If the merchant does not resume paying, the merchant drops to the Free tier.

That change affects capabilities, not the existence of the business. The merchant keeps the starter software, community, marketplace and ability to post work, while higher-level capabilities such as vertical apps, advanced automation, multi-user access, advanced analytics and enhanced visibility are no longer available.

The Agent's Role Is Service, Not Pressure

The 14-day window works because the agent is there to help. The goal is not to frighten a merchant into paying. It is to give the relationship one practical opportunity to recover before the account changes level.

For merchants, that means a failed payment has a human response attached to it. For agents, it means the responsibility of supporting their merchants continues beyond the initial setup.

One failed payment should start a conversation, not end the relationship. Knomart gives the signing agent 14 days to intervene before a non-paying merchant drops to Free.