Fixing a failed subscription payment

When a payment is unsuccessful, the automated billing system will notify you by email to the billing email address on file. The system will cycle again within 24 hours, and should be able to process the payment if all of the billing information is correct.

Steps you can take to make sure the payment is successful:

  1. If you need a temporary workaround, you can change to an alternate credit card on a temporary basis and then update the card for future automatic payments.
  2. You can contact the card issuer to find out what is happening by calling the support phone number that's shown on the back of your credit card. They can give you the exact reason for the decline and help you resolve the issue.
  3. Your bank may have declined the attempt because it's a foreign transaction. Payments are processed in Canada, which is where we're based out of. The solution is to allow foreign transactions on your card.

If you change or re-enter your credit card details, the system will immediately try to charge the unpaid balance. You'll know that your credit card issue is fixed if your payment goes through. If the payment attempt is successful, the system will send a statement to the billing email address on file.

Keep in mind that after the first failed subscription payment, we will try a total of 7 times, with 24 hours in between each attempt (a full week). After a week, we automatically suspend the subscription, which means you lose the ability to access all areas of IT Glue. MyGlue access will also be put on hold. If you are unable to resolve this within the allowed time, we recommend you export your IT Glue data to maintain your own copy until you can rectify the payment issue. This can be done by an IT Glue Administrator from Account > Export Data. Your suspended account will go back to active status once it is able to process the unpaid balance. 

Updating Your Payment Information

To update your payment information, log in to your account (with a Manager or Administrator role), click the Account tab, and then click Billing in the sidebar. Once on the Billing screen, you can enter your updated payment information.

For more information, see the Updating billing and credit card information article.

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