Sometimes there may be errors that occur when processing a subscription payment. This article will help you with some basic troubleshooting, as well as information on how to navigate some of the most common error messages.
Common Error Messages
There are three common errors that you may encounter: authentication failed, insufficient funds, and the card being declined.
Authentication Failed
If you encounter an authentication failed error, make sure that the popup window generated by your bank has successfully loaded. If the popup window does not appear, try the payment again in your browser's incognito mode.
Insufficient Funds
If you receive an insufficient funds error, make sure your account balance is sufficient. If it is and you still receive this error, please contact your bank.
Card Declined
If your card is declined, it could be because your card does not support online payments, or that your bank has not enabled them. Please contact your bank to resolve the issue.
Other Errors
It is possible that you receive a different error message, or that no error message appears at all. In this case, please try the payment again in your browser's incognito mode.
If you receive an error message not covered here, please refer to our payment processor's error code list for further details.
No Error Message Displayed
If there's no error message being shown when you try to make the payment, but it also doesn't go through either, then you can try the following:
Open your browser in private mode and try the payment again.
The name of the private mode option will vary by browser, here are the most common ones:
Google Chrome -> New Incognito Window
Microsoft Edge -> New InPrivate window
Safari & Firefox -> New Private Window
Connect to a different network (for example, outside your office's network) and try processing the payment again.
If you already tried the above troubleshooting and the issue still persists, make sure to get in touch with out support team for assistance.