Skip to main content
Your card was declined on a Crevio charge. Here’s what that means and what to do.

​
Nothing was taken

A declined charge collects nothing. There is no partial payment sitting somewhere, and nothing to refund. If your bank charged you an overdraft or insufficient-funds fee, that fee came from your bank, not from us — we never received any money.

​
It often clears on its own

Stripe retries a failed subscription charge automatically over the following days. A one-off decline — a card that hit its limit for the day, a bank blocking an unfamiliar charge — frequently goes through on the next attempt without you doing anything. While it’s retrying, your subscription is marked past due, and admins on the account see a banner at the top of the dashboard with a link to update the card. Your connected accounts stay connected the whole time. A past-due payment doesn’t disconnect your social accounts or connected apps, so there’s nothing to reconnect once the charge goes through. Retries run for 14 days. If nothing has gone through by then, the subscription is canceled.

​
Fix it

1

Open your billing portal

Go to Settings → Billing and open the billing portal.
2

Update the card

Add a working card or update the details on the existing one.
3

Let the retry run

The next attempt uses the new card. You don’t need to trigger anything.

​
Your bank wants you to confirm the payment

Some banks ask you to approve a charge yourself — the extra confirmation step you get when paying online. A renewal charges automatically, so that step can’t be completed for you: we email the account owner a link to confirm it. Only the cardholder can do this, and it takes about thirty seconds. Confirm it within 14 days or the subscription is canceled. If you can’t find the email, go to Settings → Billing and pay the outstanding invoice from the billing portal.

​
Why cards get declined

Almost always something ordinary:
  • The card expired.
  • Not enough funds at the moment of the charge.
  • The bank blocked it as an unrecognised or foreign charge. A quick call to them usually clears this permanently.
  • The billing address on file no longer matches the card.

​
What this isn’t

  • Not the same as running out of credits. Your credit balance and your subscription are separate. See I’ve run out of credits.
  • Not a refund. There’s nothing to give back on a charge that never completed.

​
A customer’s payment failed, not mine

That’s the other direction, and it’s normal — some card payments simply decline. The order is recorded as failed and no money moved. The customer can try again with another card. See what every status means.

​
Still stuck

If you’ve updated the card and the charge still won’t go through, or you see a charge you don’t recognise, get in touch with the date and amount and we’ll go through it with you.