If you're experiencing issues with payments or billing, this guide will help you identify and resolve common problems. Follow the troubleshooting steps below to get your subscription back on track.
This occurs when your bank or card issuer refuses to authorize the payment.
This happens when an automatic renewal payment fails to process.
When you're charged an amount different from what you expected.
Verify that your card information is correct and up-to-date:
Ensure your billing address matches what your bank has on file:
Add an alternative payment method to your account:
If your payment is still being declined:
When a payment fails, we send notification emails with instructions:
Your payment was processed successfully. Your subscription is active and you have full access to all features.
Your payment is being processed. This typically resolves within 24 hours. Your access continues during this time.
Your payment was declined. We'll automatically retry the payment, but you should update your payment method to avoid service interruption.
No valid payment method is on file. Add a payment method to your account to continue your subscription.
If your payment fails, we'll automatically attempt to charge your card again over the next few days. You'll receive email notifications about the failed payment. Your subscription remains active during this grace period, typically 3-7 days. If we're unable to process payment after multiple attempts, your subscription may be paused until payment is resolved.
To update your payment method, go to Account Settings → Billing → Payment Methods. Click "Add Payment Method" to enter new card details, or select an existing card and click "Edit" to update its information. You can set any card as your default payment method.
Double charges are rare but can happen if you submit a payment twice or if there was a temporary authorization hold that appears as a duplicate charge. Authorization holds typically disappear after 3-5 business days. If you see two completed charges (not pending), please contact our support team with your invoice numbers.
If you updated your payment method after a failed payment, but the original payment eventually processed (resulting in a double payment), contact our support team. We'll verify the duplicate payment and process a refund for the extra charge.
If you've tried these troubleshooting steps and are still experiencing payment issues, please contact our support team. Include your account email, invoice number (if available), and a description of the problem.
Our support team is ready to help with any payment issues.