Fix a failed or declined payment

A payment that didn't go through is usually a quick fix, not a lost account. Most of the time it's an expired or full card. Here's how to sort it out and keep your plan running. It's no trouble.

Before you start

You need to be signed in to the account, and you need permission to manage its billing. Have a working card ready, or the details to fix the one on file.

What a failed payment looks like

If a charge doesn't go through, we email you with the subject "Your payment didn't go through." The email explains that your card may be expired, declined, or out of date with your bank. It has an Update your card button that brings you to your Billing page.

Your Billing page may show your plan with a Past Due badge while the payment is unpaid.

Fixing it: update your card

The fix for most failed payments is a fresh card:

Open your Billing page (or select Update your card in the email).
On the Payment Method card, select Update Card.
This opens your billing page on Stripe, our payment company.
Add a working card and save it.

Once your card is updated, we retry the charge for you automatically. You don't need to pay by hand. For full steps on changing your card, see add or update your payment method.

Why was my card declined?

The charge can fail for a handful of everyday reasons. The most common ones:

The card expired. Check the expiry date. If it's passed, add a current card.
Not enough room. The card may be at its limit. Use another card, or top it up.
Your bank blocked it. Banks sometimes stop a charge they don't expect. Call your bank to approve it, or use another card.
A wrong detail. A typo in the card number, expiry, or security code stops the charge. Re-enter the card carefully.
Address mismatch. If the billing address doesn't match what your bank has on file, the bank may decline it. Fix the address and try again.

My bank asked me to confirm the payment

Some banks add an extra security check before they approve a charge. If that happens, you'll be sent to a confirmation step, often a code by text or a tap in your banking app. Finish that step and the payment goes through. This is normal and means your bank is keeping your card safe.

How long do I have to fix it?

You have time. We retry the charge automatically after you update your card, and we'll keep you posted by email. Your features stay on while we sort it out. Update your card as soon as you can so the retry can clear.

I updated my card but still see Past Due

Give the retry a little time to run after you save a new card. The badge clears once the charge goes through. If it still shows Past Due after a day, or you got another failed-payment email, reply to that email and our team will look into it with you.

I think this charge is a mistake

If you believe the payment shouldn't have happened, don't worry. Reply to the failed-payment email and our support team will check it for you. The email itself invites you to do this.