The three card failures
Prepaid cards are not accepted. Not a fault with your card. Use a standard debit or credit card.
Insufficient funds. The charge was declined for balance. Top up, or use another card.
We couldn't verify your card. Usually a wrong number or an expired card. Re-enter the details carefully, or try another card.
Each has its own message, so if you are writing to us, quoting the exact one saves a round trip.
What happens while a payment is failing
You keep paid access while it is being retried. You are not locked out the moment a charge fails.
You will see a prompt to update your payment method. Updating it is the whole fix, and the retry then succeeds.
If collection never succeeds, the subscription ends and the workspace moves to the free plan. Nothing is deleted.
Payment action required
Some cards ask the bank for confirmation. The app will say action is required and point you at the payment method.
This is between your bank and the card, so the fix is completing that confirmation rather than anything on our side.
Where to fix it
Settings, then Billing, then Manage subscription. That opens the billing portal, where the card lives.
Checking whether a charge went through
Settings, then Invoices lists every payment on the workspace with its status: paid, in process, pending, or not collected. Receipts come from Stripe.
If you were charged and should not have been
Write to us with the invoice number from that page. See Refunds for what is eligible.