My payment didn't go through
Updated
When a subscription payment fails, Settings shows a Payment issue banner: "Your last payment failed. Access is paused until you update your payment method." Click Manage billing in the banner to update your card. We also email you, with the subject "Action needed: Update your payment method".
Update your card
- Go to Settings and click Manage billing, in the banner or on the Subscription card.
- On the billing page that opens, add a working card or update your payment method.
Once the payment goes through, your plan comes back and the banner disappears.
While the payment is past due
- Your paid plan pauses. Until the payment goes through, you have the Free plan's weekly allowance. See Free plan limits.
- Nothing is deleted. Your progress, study plan and history all stay.
- You can't switch plans. Switch plan is hidden until the payment goes through. To change plans, update your card first, or cancel and then choose a new plan.
If the payment still hasn't gone through, the subscription cancels itself: 3 days after the failed payment for a weekly plan, or 5 days for a monthly plan. We email you when it happens, and your account moves to the Free plan.
Important
A subscription cancelled for non-payment ends your Score Guarantee, like any other cancellation. If you have one, update your card before the subscription cancels. See How does the Score Guarantee work?
If your card is declined at checkout
We can't see why a bank declines a card. The most common reasons are:
- Your bank blocked it. Banks sometimes block online or international payments, or payments to a new company. Your bank can approve it.
- Not enough funds, or a limit on the card.
- Card details. A typo in the card number, expiry date, security code or ZIP code, or an expired card.
You aren't charged or subscribed when a card is declined. Try again, use another card, or call the number on the back of your card to ask your bank.
When to email us
Email hello@aniko.ai if you've updated your card and the banner is still there, if you were charged but don't have your plan, or if your subscription was cancelled and you have a Score Guarantee. Include the email address on your Aniko account. Don't send card details by email.
Frequently asked questions
Yes. On the Subscription card, click Cancel subscription. When a payment has failed, cancelling ends the subscription right away and stops further payment attempts. See Cancel your subscription or free trial.
Go to Settings, click Upgrade plan and choose a plan. If you've had a free trial before, your new subscription starts with a payment. See Upgrade or switch your plan.
Was this helpful?