My subscription could not be charged
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Check these causes in order, from the most frequent to the least frequent. Each one says how to recognise it, where it shows and how to bring the payment up to date so you do not lose access.
The card has expired or been replaced
- How to recognise it
You get an email saying we could not charge the amount. In your area the subscription shows Payment pending. It often happens when the bank sends you a new card with another expiry date.
- Where to check it
You see it in your subscriptions, next to the payment method, which shows the card we tried to charge.
- What to do
- 1. Click Change payment on the subscription, or the button in the email.
- 2. Click Change the card and type the new card.
- 3. Click Save and pay.
There were not enough funds
- How to recognise it
The email arrives on the day of the charge, the card is the right one and the bank declined the payment for lack of funds or for going over the card's limit.
- Where to check it
You see it in your subscriptions, with Payment pending, and in your bank's app, which shows the declined attempt with the name of the store or of OnBio.
- What to do
Leave funds in the account or raise the limit, and pay what is pending from the update the card page with the same card. You can also add another one.
The bank asks you to confirm the payment
- How to recognise it
The bank has blocked the charge until you confirm it is you, as happens with some payments made without you present.
- Where to check it
You see it in your bank's app, which asks you to authorise the payment, and in your subscriptions, where the subscription stays Payment pending.
- What to do
Open the link in the failed charge email and pay from update the card. When you click Save and pay, confirm the payment in your bank's app when it asks you.
What happens to your access meanwhile
- How to recognise it
While the charge is pending, your access may be paused. The purchase then shows Access paused with the reason in your area.
- Where to check it
You see it in your area, next to the affected purchase, with the reason written below the product name.
- What to do
As soon as what is pending is charged, the access comes back on its own. If after paying it is still paused an hour later, write to the store from My questions.
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Need to talk to someone?
The creator of the store sold you the product. They handle access, changes and refunds for your purchase.
Open the store from your purchase email and tap “Help” at the bottom of the page.
For a charge you don't recognise, buyer protection or your data, write to OnBio. Write to support