Card Declined or Payment Failed

If your card was declined, the first thing to know is that in most cases your bank refused the charge, not LabelGrid. Nothing is wrong with your account, and the fix usually starts with a call to your bank - not with retrying the same card.

---

Who declined the payment?

What to do next depends on where the refusal came from. There are three possibilities.

Your bank declined it (the most common case)

Most declined payments are refused by the bank that issued the card. LabelGrid only sees the refusal, not the reason, but the typical causes are:

• The card is not enabled for international or cross-border online payments
• The bank blocks recurring or subscription charges
• A per-transaction or daily spending limit was reached
• Insufficient funds at the moment of the charge
• The bank declined without giving a reason at all

When your bank is the one saying no, retrying the same card usually fails again until the bank changes something on its side. Your LabelGrid account itself is fine.

The card can’t be used

Sometimes the problem is the card itself:

• It has expired
• The card number or expiry date was entered incorrectly
• The card has been replaced by your bank and the old details no longer work

The payment could not be verified

Occasionally a payment doesn’t go through because it could not be verified. If this keeps happening with a card you know is valid and active, contact support and we’ll look into it with you.

---

How to fix it

In the order most likely to work:

1. Call your bank

This resolves most declines. Tell them:

• It’s an international, recurring subscription payment
• It’s charged in USD
• The amount, and that it repeats on your renewal date

Ask them to allow the charge. Many banks block international or recurring payments by default and will lift the block on request.

2. Check the card details

Open Subscription → Payment Methods and check the card on file. Make sure the number is right and the card hasn’t expired - an out-of-date expiry is one of the most common causes. If your bank sent you a replacement card, add it as a new payment method with the new details.

3. Use a different card

If your bank won’t allow the charge, a card from another bank often works:

1. Go to Subscription → Payment Methods
2. Add the new card
3. Set it as your default payment method

Future charges use your default card. See adding a payment method for the steps.

What usually doesn’t work

Retrying the same card without changing anything. If the bank refused the charge once, it will almost always refuse it again until either the bank allows it or you switch cards.

---

What happens to your account in the meantime

While a payment is failing:

• Your account is not deleted. Your releases, catalog, and data stay intact.
• You may see a Payment Retry notice on your subscription page, and if the situation goes on long enough, a “Subscription Expired” screen. See Account Access and Status for what that screen means and what you can still access.
• Service resumes once a payment succeeds. Fix the card or bank issue, and you’re back.

Don’t wait it out

A declined payment rarely resolves on its own. Calling your bank or switching cards the same day is the fastest way back to full service.

---

Need help?

If you’ve tried the steps above and payments still fail, contact our support team - include roughly when you tried and what you’ve already checked, and we’ll help you get it sorted.