Payment Problems (Card or Crypto)

Credit/Debit Card Issues

"Card Declined"

Causes:

• Insufficient funds.
• Bank flagged it as "suspicious international transaction".
• Expired card.

Fix:

1. Call your bank and tell them to allow charges from "TrekMail" / "Stripe".
2. Or try a different card in Billing -> Add payment method.

"3D Secure Required"

Some banks require an extra verification step when processing your card. This usually appears as a secure popup within the checkout page — complete the step there and you'll be returned to TrekMail automatically.

In rare cases your browser may redirect you to your bank's website. After completing verification there, you'll be brought back and your payment will resume automatically — no need to re-enter any details.

Crypto Payment Issues

"Payment Expired"

You took too long to send the coins. The exchange rate changed.
Fix: Start a new payment.

"Underpaid"

You sent slightly less than required (e.g., because of wallet fees).
Fix: Contact Support with your transaction ID. We can usually manually approve it if the shortfall is small.

Add-on payment issues

Add-on subscriptions (Drive Storage, White Label Lite) bill via card only — crypto isn't supported for add-ons. They renew on their own date, separate from your mail plan, so an add-on can hit a failed-payment status even when your main subscription is paid up.

When this happens:

• The failed invoice appears on your Billing page with a Past Due status, alongside the add-on it belongs to.
• Stripe retries the payment several times over the next few days. Your add-on stays active during this window — Drive keeps your full capacity, and White Label Lite keeps your branded domain live.
• If every retry fails, the add-on is canceled and enters its standard 7-day grace window. For White Label Lite, the branded URL keeps serving during those 7 days; after that, the certificate is removed and the URL stops serving. For Drive Storage, your files stay readable but you can't add new ones.

The fix is the same as for a mail-plan failure: update your card under Billing, then click Retry next to the failed invoice. Once it succeeds, the add-on returns to normal renewal at the next cycle. If the add-on already entered its grace window, paying the failed invoice reactivates it in place — no need to set up your brand again. See Canceling White Label Lite for the full reactivation flow.