Payment Problems (Card or Crypto)

Start on the Billing page. It shows the affected invoice, whether the failure applies to the mail plan or an add-on, and the available next action. Do not send card numbers, CVCs, wallet seed phrases, or private keys to support.

Credit/Debit Card Issues

"Card Declined"

Causes:

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

Fix:

1. Check the decline message in Billing.
2. If your bank blocked the charge, ask it to allow the TrekMail or Stripe charge.
3. Add a working payment method in Billing and make it the default if needed.
4. Use Pay beside the failed invoice to try again immediately, or let Stripe make its next scheduled retry.

"3D Secure Required"

Some banks require an extra verification step. Complete it in the secure bank or Stripe window, then return to Billing and confirm the invoice status.

If the browser is redirected to the bank, finish the verification there. If the invoice remains unpaid, use Pay again and complete a new verification prompt.

Crypto Payment Issues

"Payment Expired"

The payment window or quoted amount may no longer be valid. Check the invoice status, then create a new payment only if the payment page tells you the original one cannot be completed.

"Underpaid"

You may have sent less than the invoice amount because of network fees or a changing quote. Contact support with the transaction ID and invoice ID. A payment needs review before it can be credited or refunded; approval is not automatic.

Add-on payment issues

Add-on subscriptions, including Drive Storage and White Label Lite, renew separately from the mail plan. An add-on can therefore have a payment problem while the mail plan is paid.

When this happens:

• The failed invoice appears on the Billing page with the add-on it belongs to.
• For an account that has paid successfully before, the usual 7-day payment grace period keeps the add-on active while Stripe retries the charge.
• If the payment is still not resolved, the add-on follows its own cancellation and grace rules. Drive can become read-only during its grace period. White Label branded hosts remain available only for their documented grace period.

Update the payment method in Billing, then click Pay beside the failed invoice for an immediate attempt. Once payment clears, the add-on returns to its normal renewal schedule. If it has already entered grace, check the Billing page for its current reactivation option. See Fixing Failed Payments for the complete flow.

When to contact support

Open a ticket if a completed card payment still appears unpaid, a crypto transaction is confirmed but the invoice remains unpaid, or the bank and billing page give conflicting information. Include the invoice ID and, for crypto, the transaction ID. Do not include secrets or full payment credentials.