"Payment failed. Please check your payment method and try again."
Check the card number, expiry date and security code. If they're right, try again in a few minutes — a temporary refusal from the bank looks exactly like this.
"Insufficient funds."
Top up your balance or pay with a different card. If you're sure there's enough on your balance, part of it may be set aside for a subscription renewal — that happens shortly before each renewal date, and reserved money can't be spent on anything else. Check Subscriptions in your settings to see what's coming up.
"Payment declined."
Check that the card is active and allowed for online payments. Many cards also require confirmation in your banking app — if a confirmation screen appeared and was closed or timed out, the payment is declined. Try again and complete it.
If it keeps happening, contact your bank.
"We couldn't set up your recurring payment."
Make sure your card allows recurring payments — some cards, especially virtual and prepaid ones, don't.
It looks like I was charged twice
Open the transaction in Wallet and look at Related transactions. A purchase paid partly from your balance and partly from your card shows up as several lines — one payment, several records. The same is true around a subscription renewal, where money is reserved and then taken.
If the lines still don't add up, write to us.
A subscription renewal failed
You don't lose access the moment it fails. We retry, and there's a window to fix the payment method and resume the subscription from your settings before it lapses.
If you need us
Write to [email protected]. Include the transaction ID — it's behind the Details button on the transaction in Wallet — along with the amount, the date and the exact error text. See Where to Go with a Money Problem.
Need help? Contact support at [email protected]