Your card is charged when the subscription renews, together with any usage beyond your allowance. That charge can be declined.
Fix it
- 1Click your name at the bottom of the sidebar, then Invoices.
- 2Look at the card under Payment methods: the commonest cause is an expiry date that has passed.
- 3Add a working card with Add new card and make it the default.
- 4Check Invoice history for anything still unpaid.
Why cards get declined
| Cause | Fix |
|---|---|
| The card expired | Add the replacement and set it as default |
| Insufficient funds or over a limit | Sort it with your bank, then retry |
| The bank blocked it | Recurring charges from a new merchant are often blocked once: approving it usually clears it for good |
| The card was cancelled or replaced | Add the new one |
| Billing details do not match | Correct the billing name and country under Invoice details |
What it affects
A failed subscription renewal puts your account in arrears. Sort it promptly rather than waiting to see what happens.
Documents already out for signature do not wait
Expiry dates keep running and the 14-day deletion clock on completed documents keeps ticking regardless of your billing status. If anything is mid-signature, deal with the card the same day.
Still stuck?
If the card is good and the charge still fails, contact us with the date and the amount and we will look at what the processor returned.