Ifwe try to charge your Complyfile billing account for an automatic payment and our charge is declined, or if you make a manual payment that fails, it means something is wrong with the credit card or bank account you paid with. If this happens, you need to figure out what went wrong with the payment. Then fix any problem with your credit card company or bank and update your billing settings.
Avoid suspension. Fix automatic payments within 30 days of a failed Complyfile payment or your service will be suspended.
Is your Complyfile service already suspended? Figure out why your payment failed, as described here. If necessary, fix the problem with your bank or credit card company. Then follow steps at Fix payments to lift a billing suspension
Here are common reasons payments fail and how to fix them:
Credit card limits
Why your payment might have failed
Check your credit limit. You might have reached your daily or total credit card limit on the day we tried to charge your card. If this is the case, ask your credit card company to increase your limit. Or switch automatic payments to a card with a higher limit. See Update an expired credit card
Check the maximum amount your card can be charged at a single time. If the declined charge is higher than this amount, ask your credit card company to increase the limit. Or see Update an expired credit card
Check how many times your card can be charged in given time period. If you reached this amount, ask your bank to increase the limit, wait until your card can be charged again, or get in touch with us.
Make sure your card allows online transactions. If it doesn't, talk to your credit card company about allowing these charges. Or see Update an expired credit card
Ask your credit card company whether they allow automated billing, or if they can occasionally call you to verify a charge. If they can't, see Update an expired credit card
Your card doesn't allow international transactions
If you're making payments from outside the US, make sure your card accepts international charges. If it doesn't, switch automatic payments to another card.
If none of these solutions works, don't worry, get in touch with us so we can help you.
Incorrect credit card information
Why your payment might have failed
Wrong expiration date: Review the expiration date on your credit card. If your card expired, update the expiration date in your Billing settings. See Update an expired credit card
Wrong credit card number: If you think you might have entered the wrong credit card number, or if the card number changed, add the card again as a new payment method. (You can't update the number of an existing credit card in your Billing settings). See Update an expired credit card
Billing address or phone number: Make sure that the telephone number and billing address you gave for your credit card match those that your credit card company has. Either update credit card details in your Billing settings. Or ask your credit card company to change the address and phone number associated with your card. See Update an expired credit card
Bank account problems
Here are the most common reasons for declined automatic bank account payments:
Insufficient funds: Make sure that your bank account has enough money to cover the charge.
Bank details: Make sure that the bank account number and bank name you provided in your Billing settings are correct.
Billing address: Check the billing address you entered for your bank account in your Billings settings. For payments to succeed, this address must exactly match the address your bank has on file.
If you have enough funds and your bank details and billing address are correct, contact your bank to learn why your payment was declined.