My payment failed

Did your card get declined? Your products keep working while we retry the charge. Update the card or pay the open invoice before the date the page names, and nothing is lost. AdScanner and AdMinerX are the exception: they drop to Lite until the invoice is paid.

How do I know a payment failed?

A yellow bar runs across the top of the Billing page and checkout. It reads Payment failed, the date, and how much is unpaid, then says Everything keeps working until a date. When AdScanner or AdMinerX is past due, it also says AdScanner and AdMinerX are on Lite with server search paused until it's paid. The bar does not go away until the invoice is paid.

On the Billing page, the product's row shows Past due and Invoice open, with a note that the product keeps working while we retry. For AdScanner, AdMinerX or Intel Pro the row reads Invoice open, with a note that it is on Lite and server search is paused until paid. The row's button reads Fix payment instead of Cancel.

In Studio, a bar at the top of the app can also read Payment failed, with Update your payment method to avoid losing access and the number of days left. Owners and admins see Update Payment on that bar, which opens the billing portal to change the card.

How do I fix a failed payment?

1. Click Fix payment on the yellow bar, or on the product's row on the Billing page.
2. The Payment failed page says We couldn't charge, then the card brand and its last four digits. It shows the invoice amount, the date it was declined, the reason the bank gave, the date we retry, and the date access pauses if the invoice is still open.
3. Click Update payment method to add a new card. The retry then charges it.
4. Or click Pay this invoice, when it shows, to pay the open invoice right away.

If something looks wrong, the page names the invoice number and an email address to write to.

When every invoice is paid, the same page says Nothing is overdue and Every invoice on this workspace is paid. There is nothing to fix here. Click Back to Billing.

What still works while the invoice is open?

• Studio keeps working until the date the page names. If the invoice is still open then, Studio can no longer be edited. A red bar reads Read-only mode and Your subscription has ended. Upgrade to edit and create content again. Your previews stay saved and viewable.
• Budget Pacer and Ad Recap keep working while we retry.
• AdScanner and AdMinerX drop to Lite straight away and server search is paused. Your history and uploads stay. Server search comes back once the payment goes through.

Who can fix a failed payment?

Owners, admins, billing members and editors can open the Payment failed page and update the card. A teammate who cannot sees Ask an owner or billing manager to update payment and billing details. On the Studio bar, everyone except owners and admins sees Contact your account admin to update payment. A billing member can still fix it from the Billing page.

Can I buy another product while a payment is open?

Checkout still opens, with the same yellow bar on top. If an earlier checkout is still waiting for payment, checkout says A previous checkout is still waiting for payment. Finish that invoice or wait for it to expire before starting another.