If you are a self-service customer (so if you have not signed a yearly contract with our Sales team), you may pay with a credit card (that needs to be added in your organization's billing settings) or with SEPA (bank debit if your country is within the European Union).
If you have added a credit card and the payment has failed, you need to check that:
- Your credit card has not yet expired.
- It has sufficient funds for the current payment.
If this is true, please contact support for us to retry the payment. If it keeps failing, you most probably need to contact your issuing bank to investigate this further. If it is an issue from our end, we will let you know and resolve the issue at the earliest possible time.
If you need to change your credit card, make sure all the required information is filled-in in your organization billing settings before adding the credit card and saving the new billing information.
If you chose the SEPA payment, also make sure that you have sufficient funds in your bank account for the current charge, if you do, please open a support ticket for us to retry the charge, if it keeps failing, you would most probably need to contact your bank to know what may be occurring.
To retry payments (after following the previous steps), you can contact support and explain the error you are seeing and the steps you have previously taken to resolve this issue.
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