Payment failed
What to do if your card was declined, the money did not appear on the balance or the dashboard will not let you pay.
Updated October 18, 20262 min read
“The payment did not go through”
The bank or the payment service declined the card. Your plan and balance have not changed. What you can do:
Check that the card has enough money and that online payments are allowed.
Try another card.
Pay by invoice if you are paying as a company or sole proprietor.
In “History”, such a payment has the “Failed” status.
The money was charged, but the balance has not changed
If the dashboard said “The payment was accepted”, the bank is still confirming the payment, and the money will appear on the balance a little later. A payment with the “Processing” status is shown in “History”. If the money has not appeared within a day, write to support with the “Billing” category.
The dashboard will not let you pay
The payment buttons are inactive: confirm your email.
“A top up this large needs a verified account”: complete verification or add a smaller amount.
The amount is above the card limit: pay by invoice.
“There is not enough money on the balance”: tokens are bought from the balance, so top up the wallet first.
“This plan is no longer available”: the list of plans has been updated, choose a plan again.
Auto top up did not work
We retry the charge the next day. If the bank asks for confirmation, click “Confirm payment” in the “Auto top up” block. See “Auto top up” for details.
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