How can we help you?

QUESTION

Why was my payment not processed?

ANSWER

CLO payments can fail for several reasons. Please check the common issues below and follow the suggested solutions:

Common Reasons for Payment Failure

• Insufficient funds: Try a different payment method or retry the transaction at a later date.
• Incorrect card details: Double-check your card number and try again.
• Expired card: Check the expiration date on your payment method. If it has expired, update your payment details in the Billing section of your account before retrying.
• Alipay issues: Ensure your Alipay account is properly configured for international transactions or subscription renewals: What will I do when met Alipay issue? (CN)
• Indian bank accounts & cards: Ensure that international transactions are enabled on your card or bank account: How to successfully make payments: Applicable to users with Indian Bank accounts & Cards.
• Regional payment restrictions: Due to international sanctions, transactions involving financial institutions in Russia and Belarus may not be processed: [Important Notice] Payment restrictions on Russia and Belarus
• Other card issues: If your card details are correct, contact your issuing bank for details or try using a different payment method.

What Happens If a Subscription Renewal Payment Fails?

• Grace period & retry attempts: Your subscription is not canceled immediately, and your current plan and discounts remain intact. We will automatically re-attempt the payment up to three times over a 7-day period.
• Updating payment information: You can update your payment details on the Billing page at any time; subsequent payment attempts will use the new card.
• Software access: Once your current paid period ends, software access is temporarily paused starting at 00:00 UTC until a payment completes successfully.
• Cancellation: If all automatic retry attempts fail, your subscription will be canceled, and you will need to re-subscribe using a valid payment method.
• If your issue is not resolved by any of the steps above, please submit an inquiry via our contact page for further assistance.