A declined payment is almost always something the card issuer can explain. Here is how to tell which case you are in and what fixes it.
Symptoms
- The invoice stays Unpaid after you click Pay Now.
- You receive an email saying an automatic payment failed.
- The card page shows “declined” or “unable to process” with no other detail.
Likely causes
- Expired card
- The expiry date on file has passed. Saved cards are not updated automatically.
- Issuer block
- Your bank stopped an online or recurring payment. Common with a first payment to a new merchant.
- Insufficient funds or limit
- The amount exceeds the available balance or a daily limit.
- Wrong billing address
- The address check failed. It must match what the issuer has on record.
Fix
- Check the card details
Open Billing › Payment Methods. Replace an expired card, and make sure the billing address matches your bank statement.
- Ask the issuer
Call the number on the back of the card. They can see the decline reason and lift a block in a minute.
- Pay again
Open the invoice and click Pay Now. Or pay by bank transfer using the reference on the invoice.
Result
The invoice shows Paid and the service stays Active. Automatic payments resume on the next due date.
Still stuck?
Note
Open a ticket with the invoice number and the last four digits of the card - never the full number - and we will look at the gateway’s response with you.