My Payment Failed

See Which Payment Failed

1. Open Billing. It is available to the workspace Owner and to Admins with billing access.
2. Open the Payment Settings tab. The recent payment activity lists each payment with its product line, status, date and amount. Look for a row that reads Failed.
3. Open that product line’s tab and scroll down to the status cards. Under Billing activity (AI Chatbot billing activity on the AI Chatbot tab), Latest payment reads Failed, and Subscription shows whether the subscription is still Active or is On hold.

The First Payment For A New Plan Failed

The payment was declined on the provider’s checkout page, or the checkout was left before paying. Your plan has not changed: the product line is still on the plan it had before. Once the provider reports the failure, Latest checkout on the product line’s tab reads Failed, and the notice shown when you return from checkout reads “The latest checkout did not complete.”

1. Check the payment method. The usual causes are an expired card or a bank declining the charge.
2. Start again from the product line’s tab with Change Plan or Upgrade AI Plan, and pay with a method that works.
3. If a dialog titled We Couldn’t Complete That Change appears, the earlier checkout is probably still open. Only one checkout can be open for a product line. It closes when the provider reports the payment as failed, or 24 hours after you started it. Then start again.

A Renewal Payment Failed

Flidu emails the Owner and Admins with billing access when a payment fails, and again if the subscription becomes past due. The Subscription row on the product line’s tab tells you where things stand.

Subscription Reads Active

Your plan and limits are unchanged for now. Replace the payment method:

1. Open Billing, then the Payment Settings tab.
2. Click Update payment method in the row for that product line.
3. Finish on the payment provider’s secure page. You return to Payment Settings afterwards.

Opening the provider’s page does not change your plan, and nothing is updated until you complete the step there. Card details stay with the payment provider. Each product line has its own row, so update both if both use the old card.

Subscription Reads On Hold

The payment provider has put the subscription on hold. Plan status reads Past due, and that product line runs on Free until a payment succeeds:

• The plan card for the line shows Free and the Free limits.
• On Website Widgets, channels that need a paid plan stop showing to visitors and paid features stop applying. On AI Chatbot, Ask AI follows the Free message allowance, so it can stop answering for the rest of the month.
• If neither product line is on Business or higher, the Powered by Flidu link shows on your widgets again.
• Nothing you built is deleted, and visitors are never shown a billing message.

A line that is on hold has no Update payment method row. That row is listed only while the subscription is active and not scheduled to cancel. A new checkout for the same line is refused as well. Contact us with the workspace name and the product line so the payment can be sorted out.

The Charge For An Immediate Plan Change Failed

A plan change set to Immediately, prorated charges the prorated amount to your saved payment method. If that charge fails, the change is not applied and your current plan stays in place. Update the payment method in Payment Settings, then open the plan drawer and review the change again. If you see “A plan change is already pending”, the first request is still open with the payment provider, and your current plan stays meanwhile.

When The Payment Goes Through

A correct result looks like this: Latest payment reads Succeeded, Subscription and Plan status read Active, and the plan card shows your plan again with its renewal date. Flidu emails a receipt to the Owner and Admins with billing access. Channels you had already published show to visitors again with no republishing, and the payment appears on the Invoices tab once the provider has issued its invoice.

If It Still Does Not Work

• “This request could not be confirmed.” appears under Update payment method. Refresh the page before trying again.
• You cannot see Billing. Your role is Viewer, or you are an Admin without billing access. Ask the Owner.
• Your bank shows a charge but the plan did not change. See I Paid But My Plan Has Not Updated.
• You would rather stop the plan than fix the payment. See I Want To Change Or Cancel My Plan.