What do I do if my credit card fails during renewal?
If you have an auto-renewing subscription, on the next billing period, we automatically try to charge the original credit card you used to start the subscription. In some cases, the renewal may fail due to various reasons and thus you will most likely see this message in your Manage Support page for around 2 weeks.
Your original credit card expired/invalidated due to fraud
If you know that the card you used has either expired or was canceled before the renewal period due to things like reported fraud, then the fix would just be to update your card. To update your card, click Update card or the Edit icon next to "Credit Card" and enter your new card information in there. Double check that you entered in all of your information correctly.
Once you enter the card, we will attempt to charge the new card. It may take a few minutes for it to process. If you still see this error after 24 hours of entering your new card, you can contact us for more info (make sure you select the community that is associated with the subscription on the contact form).
Bank declined it
Your bank may have declined the payments, perhaps they see it as a fraudulent charge or implemented new protocols since you started the subscription.
The only way to solve this is to contact your bank/card issuer to resolve any blockers. Once it's resolved, it may take a few days for the system to retry the renewal charge again. You can also contact us and we can process the retry manually (make sure you select the community that is associated with the subscription on the contact form).
Insufficient funds
You may not have had enough money on your card on your renewal date. If you have since refilled your account, it may take a few days for the system to retry the renewal charge again. You can also contact us and we can process the retry manually (make sure you select the community that is associated with the subscription on the contact form).
You can also just try to Cancel the renewal entirely so we will stop trying to renew the existing subscription. Once you cancel it, you should be able to start a new subscription.
The most likely reasons why a renewal fails are the following:
Your original credit card expired/invalidated due to fraud
If you know that the card you used has either expired or was canceled before the renewal period due to things like reported fraud, then the fix would just be to update your card. To update your card, click Update card or the Edit icon next to "Credit Card" and enter your new card information in there. Double check that you entered in all of your information correctly.
Once you enter the card, we will attempt to charge the new card. It may take a few minutes for it to process. If you still see this error after 24 hours of entering your new card, you can contact us for more info (make sure you select the community that is associated with the subscription on the contact form).
Bank declined it
Your bank may have declined the payments, perhaps they see it as a fraudulent charge or implemented new protocols since you started the subscription.
The only way to solve this is to contact your bank/card issuer to resolve any blockers. Once it's resolved, it may take a few days for the system to retry the renewal charge again. You can also contact us and we can process the retry manually (make sure you select the community that is associated with the subscription on the contact form).
Insufficient funds
You may not have had enough money on your card on your renewal date. If you have since refilled your account, it may take a few days for the system to retry the renewal charge again. You can also contact us and we can process the retry manually (make sure you select the community that is associated with the subscription on the contact form).
You can also just try to Cancel the renewal entirely so we will stop trying to renew the existing subscription. Once you cancel it, you should be able to start a new subscription.
Updated on: 09/10/2024