StreamLive ProThe payment for my plan failed
The payment did not go through" when you upgrade or renew StreamLive Pro? What each payment message means, what was charged, and how to update the card.
When a payment for a StreamLive Pro plan does not go through, the plan does not change and you are not charged for the failed attempt. The dashboard shows a card "The payment did not go through" with one button, Update payment method. The most common cause is the card itself: it was declined by the bank, it expired, or it is not allowed for online or foreign payments. A renewal that fails is tried again over the next days before the subscription ends, so there is time to fix the card.
What you see and what to do
| Symptom | Likely cause | Fix |
|---|---|---|
| "The payment for the plan change failed. Nothing changed and nothing was charged." | The card on file was declined for the upgrade | Update payment method, then choose the plan again |
| "The payment for your plan is still open. Complete it, then you can change plans." | A renewal of your current plan has not been paid yet | Update the card first. Plan changes open after the open payment is paid |
| "We could not confirm the payment with the card processor. Nothing changed..." | The answer from the processor was lost on the way | Do not try again. We check the payment and let you know |
| "A plan change is already in progress. Wait a moment and refresh the page." | You pressed twice, or another tab is paying | Wait a minute and refresh |
| The payment page shows the card was declined | A new subscription was refused by the bank | Try another card on the same page, or call the bank |
| An email that we could not charge your card | A renewal failed | Update the card from the link in the email or in Billing |
Steps
- Read the message. It tells you whether this was an upgrade, an open renewal, or a payment we could not confirm. If it says "please do not retry meanwhile", stop here and wait for our email.
- Press Update payment method. It opens a secure page to replace the card. Updating the card is not a charge by itself.
- Use a card that allows online payments. Check the expiry date. Some cards block online, international or recurring payments until you allow them in the bank's app.
- Return to Billing. Open Billing. If a renewal was open, it is paid with the new card. Then choose the plan you wanted again.
- Check the result. An upgrade shows the new plan at once, and the charge comes with its own invoice: Find and download your StreamLive Pro invoices.
- Run the action you wanted. If the payment started from a limit message, a card offers to run the same action again: When you reach a limit: what the message means.
When a renewal fails
- We try again. After a declined renewal we try the card again over the next days, and email you a link to update it.
- Plan changes wait. While a renewal is open, you cannot switch to another plan until it is paid.
- If every attempt fails, the subscription ends. We email you that it ended. Your recordings and projects are kept until a date written in that email; resubscribe before then and nothing is lost. Details on what happens after a subscription ends: Plans, billing and limits.
- The phone app does not take payments. Update the card on the website, in the browser on a computer or phone.
What was charged
A failed payment is not charged. If you are not sure whether a payment went through, check the invoices in Billing before you try again, so you do not pay twice. Card details are typed on the processor's secure page and are not stored by StreamLive Pro.
When to contact support
Write to [email protected] if you were charged but the plan did not change, if the message asked you not to retry and you have not heard from us within a day, or if every card is refused. Send the account email, the time of the attempt, the plan you chose, the last 4 digits of the card, and a screenshot of the message. Never send the full card number. See When you are connected to a person.
Frequently asked questions
Was I charged when the payment failed?
No. When a plan change fails, nothing changes and nothing is charged. Check the invoices in Billing if you are not sure.
Why was my card declined?
Usually the bank refused it: the card expired, has no room left, or blocks online or international payments. Allow it in the bank's app or use another card.
What happens if my renewal fails?
We try the card again over the next days and email you a link to update it. If every attempt fails, the subscription ends and your files are kept until the date in our email.
The message says not to retry. What do I do?
Wait. We could not confirm the payment with the processor, so we check it ourselves and let you know. Retrying could charge you twice.
Can I pay in the phone app?
No. The app has no payments. Use the website in a browser, on a computer or on the phone.
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