Knowledge base
My card was declined
Most declines come from the bank, not from us. Here is how to tell which, and what to do in each case.
A declined payment almost never means there is something wrong with your account here. In order of how often we see them:
1. Your bank asked for confirmation and nobody answered
European cards need a one-off approval step for most online payments. If you were not in front of your phone when the payment ran, the bank declines it and tells us nothing about why. Retry the payment from Billing → Payment methods while you have your phone to hand.
2. The card expired, or its billing address changed
We keep the card on file but we cannot see a new expiry date. Add the card again with the current details and make it your primary method; the old one can then be removed.
3. The bank blocked it as unusual
Hosting charges are often the first payment a card makes to a company in another country. Your bank may hold it once and allow it afterwards. Retrying usually works; if it does not, one call to your bank does.
4. There genuinely are not enough funds
Rare, and the only case where the fix is not on this page.
What happens to your sites meanwhile
Nothing, immediately. A failed payment starts a retry schedule and we email you at each step. Your sites keep serving throughout the retry window — we do not take a site down because a card needs re-approving.
Add a backup payment method in Billing → Payment methods. When the primary one fails we try the backup before anything else happens, and most customers never notice a decline.
Still stuck?
Support is included on every plan and answers in your own language.
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