What should I do if my payment fails?

Most failed card payments come from the card or the bank. Check these first:

• the card number, expiry date and security code are correct;
• the billing address and ZIP or postal code match what your bank has;
• there's enough money or credit available;
• your bank hasn't hit a daily or online spending limit;
• you finished any bank check, such as 3D Secure;
• you're not on a VPN or proxy. Some banks block payments that look like they come from another country.

If you see Your card was declined. Try another card., your bank refused the payment. Try another card, or ask your bank why.

Adding funds didn't finish

If the app says a top-up isn't confirmed yet, don't pay again. Select Check my top-up: repeating it uses the same top-up, so your card is never charged twice for it. If the app says your top-up needs our help and your card shows a charge, contact us and we'll add it to your wallet.

Tips and paid content

Tips, unlocks, paid messages, live streams, video calls and requests are paid from your wallet. If your balance is too low, you can add funds when you pay. See How does my PlayHouse wallet work?

If you're told a payment is still being processed or your wallet is on hold, wait a few minutes and try again. If it continues, contact us.

Subscription renewals

At renewal we try your saved cards in turn, starting with your default card. If none of them works, your subscription ends at the renewal date and we email you. We may try the payment again later, and if it goes through, your subscription renews. Keep at least one valid card in Cards, and check Subscriptions to see what's active. See How does auto-renewal work?

Still failing? Your bank can tell you why it declined the payment. If the bank says it's fine on their side, contact us and choose Payments, wallet or refunds.