My payment failed

Beginner · Troubleshooting

What you see

One of these:

• A red banner at the top of the admin: Your last payment failed — your account is past due, with a date to fix it by.
• A red banner: There's a problem with your card on file.
• On the Billing page, a red card: Your last payment didn't go through, and Status shows Payment failed.
• Emails from us saying your payment failed.

What happens next

When a renewal payment fails:

• Days 0 to 2: we retry the card automatically. You may not hear from us yet.
• From day 3: we email you each day. Your account will be suspended, and live rate calculation at your checkout will stop.
• Day 7: the account is suspended.

Until it's resolved, live shipping rates may stop calculating at your checkout. Paying at any time, before or after suspension, restores your account.

Most likely causes

1. Your card expired or was replaced

How to confirm: go to Billing → Payment method and check the expiry date on your Default card.

How to fix:

1. Under Payment method, select Add / change card, enter the new card and select Save card.
2. In Your last payment didn't go through, select Retry payment.

You see "Payment successful!" and the banner goes away.

2. Your bank declined the charge

How to confirm: select Retry payment. If it fails again, the page shows your bank's reason.

How to fix: call your bank to approve the charge, then select Retry payment again. Or add a different card and retry.

3. There's no card on file

How to confirm: the button in the red card reads Add a card instead of Retry payment.

How to fix: select Add a card, save your card, then retry the payment.

4. Your account was suspended

How to confirm: the banner reads There's a problem with your card on file.

How to fix: select Update your card. Your Stripe billing page opens in a new tab. Update your card there. Your account comes back once the payment goes through. If you're not sure it did, contact us.

Still stuck?

Contact us at support@advancedshippingmanager.com or 1-888-546-4932 (Mon–Fri, 9AM–5PM EST). Tell us your store URL and what the Billing page shows, ideally with a screenshot. Never send full card numbers by email.