Payment failed or card declined?

What you are seeing

A payment did not go through — a renewal, a credit pack, or an automatic top-up. In the app you will usually see "Payment issue — update your payment method to continue" with an Update Payment button.

Nothing is lost while a payment is outstanding. Your conversations, files and recordings are all still there. What stops is access to paid features until it is settled.

Why cards get declined

Almost always the bank rather than us, and usually one of:

• The card expired, or was replaced after a fraud alert. The commonest cause by far.
• Not enough funds at the moment we tried.
• The bank blocked it. Small recurring international charges get flagged more often than people expect. The bank will usually approve it if you confirm it was you.
• The details are wrong — a mistyped number, or a billing address that does not match the card.
• The card does not allow recurring charges — some prepaid and virtual cards do not.

We are not told which of these it was. The bank tells us it declined, not why, which is why the fix starts with checking the card rather than with us.

Get access back

1. Choose Update Payment, or open Billing → Payment Methods.
2. Add a working card, or fix the details on the existing one.
3. Retry the payment. Access returns once it succeeds — you do not need to contact us.

If the same card is declined twice, use a different one rather than trying a third time. Repeated attempts on a card the bank has flagged make it more likely to be blocked, not less.

What happens to your plan meanwhile

Paid features stop until the payment succeeds; you drop to what the Free plan allows. Credits you already had are not taken away, and credits you bought as packs are unaffected — those are paid for.

If it goes unpaid long enough the subscription lapses, and you will see "Your subscription was canceled" instead. Reactivating from Subscription puts it back.

Still stuck

If the card works elsewhere and Orsola still declines it, that is worth reporting rather than retrying.

Get in touch with the Billing topic, the date of the attempt, the last four digits of the card, and anything your bank told you. Never send us the full card number — we do not need it and will never ask.