The fee of my plan could not be charged
If the charge of your plan's fee fails, your sales and your students' access stay the same while you sort it out. Find here what the panel or the email tells you and follow the steps for that cause.
The card declined the charge
- How to recognise it
You got the email «We could not charge the fee of your plan» and the Plan page says the fee of a date could not be charged.
- Where to check it
You see it in Plan, in the notice about your current plan.
- What to do
Click Update card, type a valid card and save it. Stripe tries the pending charge again with the new card.
The bank asks to confirm the payment
- How to recognise it
When upgrading, the page says the first payment still needs confirming and you keep your previous plan.
- Where to check it
You see it in Plan, in the notice of the pending payment.
- What to do
Open your bank's app and confirm the payment. If you rejected it, choose the plan again under Change plan and confirm the payment again.
The retries were not paid
- How to recognise it
After several unpaid retries, your business goes back to the Starter plan and the History says Back to Starter after non-payment.
- Where to check it
You see it in Plan, in the History of changes of your plan, with the date of the return.
- What to do
Your sales keep working with the commission of the Starter plan. If you want to go back to your plan, choose it under Change plan with a card that works.
Was this helpful?
Need to talk to us?
If you didn't find what you were looking for, write to us. We reply within two working days.