My payment didn't go through

On the payment page

• If your card is refused, the payment page says so. Check the card's number, date and code, try another card, or ask your bank why it was refused.
• Your bank may ask for an extra check, such as a code by text message or a tap in your banking app. Complete it on the same page. See My bank asked for an extra check.
• "You left the payment page. Nothing was charged." Open it again from Billing when you are ready.
• If Billing says the payment page could not be opened, nothing was charged. Try again in a few minutes.

When a renewal did not go through

Billing says: "Your payment did not go through, so your card is on the Free plan for now. Nothing is lost - update your card and Pro comes back the moment the payment goes through." Home says the same and points you to Billing, and we email you too.

1. Open Billing and press Use another card. The secure payment page saves your new card, and we pay the bill with it at once - once it goes through, it pays your plan from now on.

2. Or press Update card and pay the bill once on the page that opens, with the same card once it works again.

3. Pro comes back as soon as the payment goes through, and we email you to say so. Nothing was deleted. If the bank refuses the new card too, Billing says so beside the same line.

If we try your card again and it works, Pro comes back by itself. Still stuck? Write to us: see How do I get a person to look at my problem?.

When an add-on's payment did not go through

An add-on on its own bill stops the moment its payment fails, and only that add-on: your plan and everything else stay as they are, and we email you at once naming it. On Billing, press Update card beside that bill: it opens the bill on the secure payment page, you pay it with a card that works, and the add-on comes back the moment the payment goes through.