Sliptree was unable to charge my payment card
It’s inevitable that credit card payments sometimes fail. Often it’s a temporary hiccup, and in most cases Sliptree will retry in a few days, resolving the issue. However for example if the card is expired or their is insufficient funds you’ll need to take action to get it resolved. First, either try a different card, or update your current card. Once you do this, Sliptree will automatically try to process the charge again.
If this does not work, then you will need to contact your card issuer to find out the payment failed. Sliptree recognises a failed payment, but we are unable to determine the exact reason. When discussing with your payment card holder you can advise them that the charge is from Business Toolkit OÜ (our holding company).
Charges could be rejected for any of the below reasons:
- Incorrect credit card number or expiration date
- Credit card expired or recently replaced (maybe due to being lost or stolen)
- Insufficient funds
- Some banks will reject charges based on location
- Some banks will reject charges based on their own fraud rules
If the payment fails, we will try to charge the card a few more times during the next 14 days. If during this time, we can't successfully collect the payment, the subscription will be cancelled and customer's account will be suspended. We send out notification emails on the first failure and once we need to suspend the account with instructions on what to do.
Once you have cleared the issue with your payment card holder, just re-enter your card information by clicking on your company profile in the top right hand corner and select Organisation settings > Plans & Billing and “Plans & Billing”.
Alternatively we do send you an email - once you click on update payment details link in the email, you will be taken to the update credit card page, where you can enter your new card details.
Sliptree will make another attempt to charge your card. (Our system will also automatically retry the charge after a few days if we don’t hear from you.)
You should receive an email from us and see a receipt in your Sliptree account when we’ve successfully charged your card.