First Purchase
If your initial payment doesn't go through, it may be due to one of the following:
The payment has been declined by your card provider
The card entered has expired or has insufficient funds
The card number is invalid or has been reported as lost/stolen
The CVV code was not entered correctly
The card is not valid for online or cross-border transactions or transactions in a foreign currency
How to Resolve:
We recommend that you contact your bank to find out the reason the payment failed, and then, once the issue is resolved, give it another try.
Renewal Payments
If your renewal payment doesn't go through, it may be due to one of the following:
The payment has been declined by your card provider
The card has expired or has insufficient funds
The card has been reported as lost/stolen
How to Resolve:
If your renewal payment fails, don't worry - your service will remain active during a grace period:
14 days for monthly or quarterly subscriptions
30 days for biannual or annual subscriptions
If payment isn't received within the grace period, your access will be temporarily suspended until the payment is successful - either through our automated retries or by manually reactivating your subscription. This gives you time to update your details or resolve any issues such as an expired card or insufficient funds.
We'll notify you if attempts fail, but remember - you're always in control. You can update your payment details or cancel anytime in your online portal.