You went to upgrade your plan or buy a credit pack, reached the payment page, and came back with a message saying the payment could not be completed. Or your subscription renewal failed and your plan dropped to Past due. A payment goes through several stages and something different can stop it at each one. This guide walks the stages in order.
⚠️ Note: Payment and the plan belong to the user, not the portfolio. These screens live under My user settings only, and only the user who owns the plan can reach them. Portfolios where you are a team member use their owner's plan.
You may be seeing one of these situations:
You got a message saying the payment could not be completed.
The payment page never opened.
The order expired.
Your subscription shows as Past due.
A concrete example: a business owner wants to switch to an annual plan, reaches the payment page and the card is declined. There is plenty of credit on it. The cause is that the bank blocks international online transactions; the payment fails before the 3D Secure screen even opens. Once that is enabled in the banking app, the same order pays on the first attempt.
The order is not deleted, so you do not start over: open the same one under Orders and continue with Pay now.
Complete your billing details
You cannot reach the payment step with incomplete billing details; agreements and invoices are prepared with them.
Open My user settings › Plan and invoices.
Go to the Billing details tab.
Choose your Tax status. Tick the registered taxpayer option if you want the invoice issued to a company or sole proprietorship.
Fill in Full name (or Company name), Billing email, Phone, Address, City, District, Postal code and Country.
If you are a registered taxpayer, fill in the Tax office and the Tax number or T.C. identity number. Companies use a 10-digit tax number; sole proprietors use an 11-digit T.C. identity number.
Press Save.
If you are being told to enter your billing details first, this is exactly why.
Pay the order again
A failed payment does not delete the order; it stays payable for a while.
Go to My user settings › Plan and invoices › Orders.
Tap the relevant row in the order list.
In the order detail, read the line saying the date it can be paid until.
Press Pay now.
Pick one of the payment methods and press Pay with this method.
You are redirected to the payment page. If nothing happens within a few seconds, use the button on the page or the link to open the payment page in a new tab.
If you are told the order has expired, that order can no longer be paid; create a new one from the same page.
Rejections from your card or bank
If the card is declined on the payment page, the problem is usually at the bank and has nothing to do with the panel.
Retype the card number, expiry date and security code.
Confirm with your bank that the card is enabled for online purchases.
If your card is blocked for international transactions, ask your bank to allow them.
Complete the 3D Secure screen all the way through; closing the page cancels the transaction.
Check your card limit and daily spending cap.
Try a different card or a different payment method. The order page offers a link to choose another one.
When the payment is taken, the page confirms it. A message saying the payment is being processed and will appear here once confirmed is also a good sign: the provider's confirmation is pending, so refresh the page in a few minutes.
If your subscription is Past due
That means a renewal payment could not be taken. Your plan does not close immediately; a grace period is granted.
Confirm the status on the Plan tab shows as Past due.
If there is a pending order, pay it with the Pay button.
If you have a saved card, the renewal is retried automatically; make sure the card is still valid.
When the grace period ends, the plan drops to the free plan and paid features close. None of your stored data is deleted.
If you use a discount code, you may be told it is no longer valid; remove the code and create the order again.
💡 Tip: You are emailed when a renewal is approaching and when a payment is overdue. If those emails never arrive, see emails are not arriving.
Other known issues and limits
Accepting the agreements is mandatory. You cannot reach the payment step without approving the pre-information form and the distance sales agreement.
"No payment method is available right now" is a platform-side problem; let our Support team know.
"Buying extra credits is not available right now" is a limit tied to your plan.
"This plan change is not possible right now" means you tried a switch that cannot be made mid-period; wait for the period to end or pick another plan.
If your user account is scheduled for deletion, renewal is stopped and pending orders are cancelled. Cancelling the deletion turns renewal back on.
The agreements you accepted are kept. Open each one with View under Accepted agreements in the order detail.
The currency is fixed when the order is created. The amount and currency in the summary carry over to the payment page unchanged; to pay in another currency, cancel the order and create it again.
If you have followed every step and the problem continues, contact our Support team.