Payment Failed

A failed payment can interrupt your access to Firebuzz features. This guide helps you identify and resolve payment issues quickly.

Common Payment Failures

Card Declined

Your card was declined during payment.

Solution:

1. Check your card details:
   • Go to Settings > Subscription > Billing tab
   • Click Manage Billing Information
   • Verify card number, expiration date, and billing address
2. Contact your bank:
   • Some banks block international transactions
   • Request authorization for Stripe payments
   • Ask if there are fraud protection holds
3. Try a different card:
   • Add a new payment method in the Stripe portal
   • Set it as your default payment method
   • Retry the payment

Insufficient Funds

The payment failed due to insufficient funds.

Solution:

1. Add funds to your account or credit card
2. Wait for any pending transactions to clear
3. The payment will automatically retry, or:
   • Go to Settings > Subscription > Billing tab
   • Click Manage Billing Information
   • Manually retry the payment in the Stripe portal

Expired Card

Your card has expired and the payment failed.

Solution:

1. Go to Settings > Subscription > Billing tab
2. Click Manage Billing Information
3. In the Stripe portal:
   • Add your new card details
   • Set as default payment method
   • Remove the expired card
4. The next payment attempt will use your new card

Subscription Marked as Past Due

Your subscription shows "Past Due" status.

Solution:

When a payment fails, your subscription enters a "Past Due" state. Here's what happens:

1. Your access continues during the grace period
2. Stripe will retry the charge automatically
3. To resolve immediately:
   • Go to Settings > Subscription > Billing tab
   • Update your payment method if needed
   • Manually retry through the Stripe portal

Payment Succeeds But Subscription Not Active

Payment went through but your subscription still shows issues.

Solution:

1. Wait a few minutes — Subscription updates can take 1-2 minutes to propagate
2. Refresh the page — Force-reload your browser (Ctrl+Shift+R or Cmd+Shift+R)
3. Check your email — Look for a payment confirmation from Stripe
4. Verify in Stripe portal:
   • Go to Settings > Subscription > Billing tab
   • Click Manage Billing Information
   • Check your subscription status

Wrong Amount Charged

You were charged a different amount than expected.

Solution:

Check these common causes:

1. Proration — Plan changes mid-cycle are prorated
2. Currency conversion — Your bank may add conversion fees
3. Add-ons — Additional seats, projects, or credits
4. Expired discount — Promotional pricing may have ended

Review your invoice in Settings > Subscription > Billing tab for a detailed breakdown.

Payment Method Not Saving

Your new payment method won't save.

Solution:

1. Verify card details:
   • Double-check the card number
   • Ensure expiration date is in the future
   • Verify the CVV/CVC code
2. Check billing address:
   • Address must match what's on file with your bank
   • Include ZIP/postal code
3. Try a different browser:
   • Clear your browser cache
   • Disable browser extensions
   • Try incognito/private mode
4. Check for bank restrictions:
   • Some cards don't support recurring payments
   • Virtual cards may have limitations

Preventing Payment Failures

Avoid future payment issues by following these best practices:

• Update your card before it expires
• Keep a backup payment method on file
• Ensure billing emails reach your inbox (check spam folder)
• Maintain sufficient funds for subscription renewal
• Authorize Stripe transactions with your bank in advance

FAQ

Troubleshooting

For additional billing issues, see Billing Troubleshooting.

Related Resources

• Payment Methods
• Updating Your Payment Method
• Subscription Overview