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Fix failed credit card payments

Fix failed credit card payments.

Note: We're transitioning to Workspaces, and this lesson has been updated to reflect that change. Visit the Workspaces blog post to read more about these updates and changes. 
If your account hasn't yet switched over to Workspaces, please visit our legacy lesson about fixing failed credit card payments. You can also learn how to check if your account is on Workspaces.  
This video features an old UI. Updated version coming soon!

Your payment may be declined for various reasons such as insufficient funds, inaccurate card info, expired or blocked card, or blocked service. You’ll need to identify the reason and fix the issue so a subsequent payment attempt will not fail. In this lesson, we talk about some of the most common reasons and how to fix them.

tl;dr:

To troubleshoot your payment, check the following:

  • You're using a payment method we support
  • You've completed any additional required authentication
  • Your card isn’t expired
  • Your card has enough funds
  • You haven’t exceeded your card’s daily limit
  • Your billing address matches that of the card on file
  • The email address you provided is correct

Then try to pay again:

  • Try again after a few hours
  • Try using another browser
  • Try on another device
  • Try using another card

Your card info isn’t accurate or your card has expired

Check your card’s expiry date. If it’s past due, request a new card from your bank and/or change the card on file.

If you’ve recently updated your card details in your billing settings, it might be that you’ve mistyped some information. Update your card details again and ensure that all the info you’ve provided is accurate.

Learn more: Update your credit card in Webflow

Your card has insufficient funds

If your card has insufficient funds, just top the card, pay your card bill, or add funds to your account so the next payment attempt can go through. No need to make any changes in your Webflow settings.

Your card was blocked because it got stolen or lost

If your card was stolen or lost and you’ve blocked it, make sure to update your card on file with a new valid and active card.

Learn more: Update your credit card in Webflow

None of the above, what should I do?

Even if all of your card information is correct and you've made previous payments to Webflow, a future charge can still be declined by a bank's fraud systems. When we submit a charge to your bank, they have automated systems that determine whether or not to accept the charge. These systems take various signals into account, such as your spending habits, account balance, and card information like the expiration date and CVC. If you’ve double checked that all of the entered information is correct and you are still unable to make a payment, reach out to your banking institution and ask if there are any restrictions on your card. If the issue is still not resolved, try another card.

Need to know
If your card works with other services but not Webflow, make sure to mention this to your bank so they check and remove any restrictions on your card.

Common questions

I updated my card, can I initiate or request a payment attempt?

Updating your card prompts an immediate payment attempt. If the card is valid, the payment will go through and you’ll receive an email of your receipt. If not, all past due subscriptions are extended a small grace period before final cancelation. To avoid plan cancelation when subscriptions are due for renewal, please ensure a valid credit card is on file.

How can I reactivate my plan?

Once you’ve sorted out the issue with the failed payment and updated your card on file with a valid card, you can add a new account plan or site plan to any site you want to host.

Resources:

How soon until my subscription expires if I can’t pay on time?

All past due subscriptions are extended a small grace period before final cancelation. To avoid plan cancelation when subscriptions are due for renewal, please ensure a valid credit card is on file.

I don't need my plans. What should I do to stop being charged?

If you no longer need your Workspace plan, cancel the plan from your Workspace settings by downgrading to a Starter Workspace.

Note: Only 1 Starter Workspace is allowed per user.

If you no longer need a Site plan, cancel the plan from the Billing tab of your site settings. This will immediately unpublish your site and remove any connected custom domains.

I don’t need my Workspace plan, but I want to keep my site plans. What should I do?

If you no longer need your paid Workspace plan, you can downgrade to a Starter Workspace. 

Important: Only 1 Starter Workspace is allowed per user. If you would like to downgrade a paid Workspace plan to a Starter Workspace and already have 1 Starter Workspace in existence, you’ll need to delete your existing Starter Workspace before you can downgrade.

To downgrade to the Starter Workspace: 

  1. Check that you are in the correct Workspace
  2. Press the “cog” icon to open your Workspace settings
  3. Choose the Billing tab
  4. Press “Update your Workspace” in the Workspace billing section
  5. Press “Downgrade to Starter” under the Starter Workspace plan
  6. Adjust the number of seats to fit your new plan limits (you may be prompted to remove team members and pending member invites before being able to downgrade) 
  7. Remove any unhosted sites that don’t fit within your new plan limits (e.g., you can have up to 2 on the Starter Workspace plan) 
  8. Select the reason you are downgrading your plan and type CANCEL in all caps
  9. Click “Downgrade plan” to confirm

Downgrading to the Starter Workspace will not affect any currently hosted sites (i.e., sites with paid site plans).

If you’d like to delete your Workspace, please contact customer support.

Important: Only Workspace owners can request to delete a Workspace. Additionally, Workspaces cannot be recovered once they’ve been deleted.
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