If your upgrade or recurring subscription payment was unsuccessful, this usually means that the charge was declined by your bank, or the card on file contains outdated information and needs to be updated. This article will cover common causes of declined payments and how to resolve the issue. It will also explain what happens when a payment for a recurring charge is declined.
On this page:
- Resolving Common Causes of Declined Payments
- What Happens when your Recurring Subscription Payment is Declined
Resolving Common Causes of Declined Payments
There are a few things you can check for to resolve declines:
Insufficient Funds: Ensure that the card on file has sufficient funds available in the account and that the funds are not on hold.
Unsupported Payment Methods: If the card on file does not support this type of transaction, you can try another card by going to your Billing Page > Update Credit Card. We accept Visa credit and debit cards, MasterCard credit and debit cards, as well as American Express and Discover credit cards.
Incorrect Billing Details: If the cardholder’s name, billing address, card number, security code, or expiry date are incorrect, this can cause the payment to be declined by your bank. To ensure your billing details are up to date, go to your Billing Page > Update Credit Card and re-enter your billing details. Don’t forget to click Update to save any changes!
- Contact your bank: We are limited in what information we can see as to why a payment was declined. If your payment continues to be declined and you're not sure why, we would recommend reaching out to your bank for more information. Banks have an automated system that determines whether to accept a charge; this can depend on various factors such as the accuracy of the billing details entered, your usual spending habits, the nature of the charge, etc. If you do not have any other subscription payments on that card, it may be helpful to let them know that you are trying to set up recurring subscription payments for Pixieset.
If your bank needs any additional information from Pixieset, please reach out to our support team by clicking the Help Icon (?) > Contact Us from the top right-hand corner of your dashboard and we’d be happy to help!
What Happens when your Recurring Subscription Payment is Declined
If your recurring subscription payment has been declined, you can review the open invoice by going to your Billing Page and scrolling down to Recent Billing History. From there, you can retry the payment by selecting Retry next to the invoice, or by using the Make Payment button when viewing the invoice.
If you’d like to update your credit card details first, you can easily do so by selecting the Update Credit Card button at the bottom of the page.
If your recurring subscription payment is declined, our system will automatically make 2 additional payment attempts to charge the credit card on file for subscription payments. These payment attempts will occur 7 days after the initial charge and a final attempt will be made 3 days after that. After 3 failed payment attempts on a subscription invoice, your account will be set to delinquent for the app(s) associated with that subscription invoice.
If your account is in delinquent status, there are various limitations imposed on each of your subscriptions. All limitations will be lifted once a payment has been made for any unpaid invoices.