Doc Summary
Introduction #
In this doc you’ll learn more about failed payments, retry logic for automatic payments, and more.
Why a Payment May Fail #
A failed payment can happen for several reasons, but one of the most common causes is that the saved card does not have enough available funds at the time the charge is attempted. Our system, AUTOPAY, only tries to charge the saved credit card payment method on file 7 days before the due date for the next payment. More specifically, this attempt takes place 60 minutes after the 7-day reminder email has been sent. We therefore advise customers to make sure there are enough funds available on their saved credit or debit card, or to make a manual payment within the 7 days before the due date of the next renewal in order to extend the subscription.
What to Do After a Failed Payment #
If an automatic renewal payment fails, the safest next step is to make the renewal payment manually as soon as possible through my.proredline.com. Customers using AUTOPAY are also informed by email if the saved card charge was not successful, so they know manual payment is required.
If the renewal is not paid before the due date and the subscription becomes overdue, a €5 reactivation fee may apply if the service needs to be reactivated afterward. In some situations, this fee may be waived, but that decision is made case by case.
When to Contact Support #
If you believe the payment failed for a reason other than insufficient balance, it is recommended to contact support. This is especially useful if the card appears valid, the funds should have been available, or the failure may have been caused by another payment-related issue.
Important Note About AUTOPAY #
Although AUTOPAY can make renewals more convenient, it should not be treated as a guaranteed fallback for every renewal. Because the system only attempts the saved card charge once, manual renewal payment remains the most reliable way to avoid unintended service interruption.
Changing Your Payment Method #
The way renewal payments work depends on the payment method you use. At ProRedLine, automatic renewal charging through AUTOPAY is only supported for saved credit or debit cards. Other payment methods remain available for manual renewal payments, but they are not stored for automatic use.
Saved Credit or Debit Cards #
If a credit or debit card is saved to your account, AUTOPAY may use that saved card for eligible future subscription renewals. If you want to change which card is available for future charges, you can manage this from your account settings.
To review or change saved cards:
- Log in to my.proredline.com
- Go to Store & Other Settings
- Open Saved Payment Methods
From there, you can add, update, or remove saved credit and debit cards. It is important to remember that any saved eligible card on the account may be used for future renewal payments until it has been removed.
Other Payment Methods #
Other supported payment methods do not currently support saved payment details or automatic renewal charging. If you want to pay with a method other than credit or debit card, the renewal must be completed manually each time.
When making a manual renewal payment, the payment methods available for your country will normally be shown again during checkout. This allows you to choose from the supported options for that specific payment, even if the renewal is not handled through AUTOPAY.
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