Why did my payment fail? Declined cards, 3D Secure and late payments

Accepted payment methods

Payment is taken by credit or debit card on the payment provider's secure page. Apple Pay, Google Pay and bank transfers aren't available for now.

Prices are in US dollars. If your card is in another currency, your bank converts the amount and may charge a foreign transaction fee.

Why is a card declined?

• The card is closed to online or international payments: payment is in US dollars, through a payment provider abroad. Turn on online and international payments for your card in your bank's app.
• Not enough limit or balance.
• Missing or wrong card details: the expiry date or security code, or the card has expired.
• The bank confirmation (3D Secure) wasn't completed.
• The bank's fraud check: some banks block the first international payment as suspicious. Call your bank to approve it, then try again.

Only your bank knows the exact reason for a decline; the payment page shows the short explanation the bank gives. Trying another card often solves it.

Bank confirmation (3D Secure)

Your bank may ask you to confirm the payment: during payment your bank's page or app opens and asks for an SMS code or an in-app approval. If this step isn't completed, the payment isn't taken.

If your bank asks for confirmation when you upgrade, you're sent to the payment page; once you complete the payment, the new plan applies by itself. If the payment isn't completed, your old plan stays.

If a monthly payment fails

Service doesn't stop right away. The Plan page shows “The last payment failed. Service continues; please update your card.” and the “Payment” notification goes out. The payment provider retries the payment over a few days; your plan stays in force meanwhile.

To update your card, press “Manage subscription” on the Plan page, add the new card and make it the default. The next retry uses the new card.

If the retries fail, the subscription ends: the panel goes back to the plan selection screen and the agent stops. Your data isn't deleted; when you subscribe again, you pick up where you left off.

If you pay through Shopify

If your plan is paid through your Shopify bill, payment problems are solved in Shopify. If Shopify freezes the subscription, the Plan page shows a warning; service continues, and you fix the bill from your Shopify admin.