When a payment fails

A charge can fail, and almost always for one reason: the money was not there. Nothing about it is fixable from our side, because the funds are in your customer's wallet and stay under their control, which is the same property that means we cannot freeze them either.

What actually goes wrong

• Not enough balance. The most common by far. People do not keep a float in a wallet the way they keep one in a bank account.
• The spending limit is used up. Your customer approved a set number of periods; when those are spent they need to approve again. Their subscriber page offers this in one signature.
• The authorisation expired. Every authorisation has an end date, by design. Same fix.
• They revoked it. A customer can withdraw permission from their own wallet without asking anybody. That is a cancellation, not a fault.

What we do about it

We retry on a schedule rather than giving up, and the subscription recovers by itself the moment they top up. Nothing is cancelled by a failed payment. Your dashboard shows which subscribers are stuck and why.

What you can do

Tell them. That is genuinely the whole answer, and it is why the dashboard groups stuck subscribers by reason: each one needs the same message sent to a different person. We deliberately hold no contact details for your customers, so reaching them is done however you normally reach them.