My payment failed
If a TACENZA payment doesn't go through, your plan stays on for 7 days while it's retried. Update your payment method to keep it.
Update your payment method. Go to Settings › Plan and choose Payment and invoices. That opens Stripe’s billing portal in a new tab, where you can change your card or other payment method.
Your plan stays active for up to 7 days while the payment is retried. During that time Settings › Plan says “Your last payment didn’t go through. Your plan stays on while it’s retried…”. If a retry succeeds, nothing changes.
If it still fails
After the grace period your account moves to Free and Settings › Plan says your subscription stopped because a payment didn’t go through.
- Nothing is deleted. Your files, devices and bots stay. If you’re over Free’s limits, new uploads, devices and bots wait until you’re below them.
- To get your plan back, update your payment method under Payment and invoices. If your subscription has ended, choose See plans in Settings › Plan and subscribe again.
Why a payment fails
Payments are handled by Stripe. TACENZA never sees your card details, so we can’t tell you exactly why a card was declined. Common reasons are:
- The card has expired or been replaced.
- There isn’t enough money on the account, or a spending limit was reached.
- Your bank wanted you to confirm the payment and it wasn’t confirmed.
- Your bank blocked it. Your bank can tell you why.
“Payment cancelled. Nothing was charged.”
This shows when you close or leave Stripe’s payment page before paying. Nothing happened – start again from See plans whenever you like.
Paid, but your plan didn’t change?
After paying, go back to the Chat tab you came from. Your plan updates there within a minute, once Stripe has confirmed the payment.
Read more: Upgrading, downgrading and cancelling in the docs.
Still stuck?
If you’re charged but your plan doesn’t update, contact support with the date and amount. Never send card numbers – we don’t need them and never ask for them.