Card payment declined
- Check your card details: make sure the card number, expiry date, and CVV are correct.
- Check your balance: ensure sufficient funds are available.
- Contact your bank: some banks block international or online transactions by default. Call your bank and authorise the payment.
- Try a different card: if one card is declined, try another.
- Try Apple Pay or Google Pay instead: alternative payment methods may work if your card is being blocked.
Apple Pay / Google Pay
- Check your device supports it: Apple Pay requires Safari on an Apple device. Google Pay requires Chrome.
- Check your wallet: make sure you have a valid card added to your Apple Wallet or Google Pay.
- Try card payment instead: if wallet payment isn't working, enter your card details directly.
Cryptocurrency
- Send the exact amount: crypto payments must match the requested amount precisely
- Check the correct network: send USDT on the Ethereum network (ERC-20) only; sending on any other network will result in lost funds
- Wait for confirmation: blockchain transactions can take a few minutes to confirm depending on network congestion
Recurring payment failed
If your monthly renewal payment failed:
- Check your email: you'll have received a notification with a link to update your payment method
- Update your payment method: go to the Subscription tab in your profile and add a new card or payment method
- Your account is suspended straight away: it stays suspended until a payment goes through. The system retries automatically where your bank allows it, and your access comes back as soon as a payment succeeds
- If it stays unpaid, your subscription ends: on the date given in our emails, once the retries are over. That's never sooner than 7 days after we first email you the date, and never later than 30 days after the payment failed (or 7 days after that first email, if that's later). We email you a final notice 2 days before it ends. It then counts as cancelling, so the £19.99 reactivation fee applies if you come back
- If your bank has stopped your payments: if you've asked your bank to stop paying us, we cancel your subscription instead of trying again, and email you to say so. There's nothing more to pay, your cases are kept, and you can resubscribe at any time. Stopping payments at your bank counts as cancelling, so the £19.99 reactivation fee applies if you come back
If none of the above resolves the issue, contact support with a description of the error you see.
