Error in the payment process: most common causes

If you are having difficulties making your Metricool subscription payment, in this article we explain the most common causes of payment errors and how to solve them.

Invalid card details

If your card details have changed, or your card has expired and a new one has been issued, your payments will fail until you update these details in your Metricool account.

➡️ Update your payment details at Plan & Billing.

Security measures

Credit cards come with many security features for your protection. Some of these features, such as 3DSecure, are mandatory for banks in certain regions. These features are usually based on a verification pop-up window before approving a charge. If your browser blocks this pop-up window, you will not be able to complete the payment.

➡️ Make sure your browser allows pop-up windows (In most browsers, a "blocked window" icon will appear in the URL bar when a pop-up window is blocked, and clicking on that icon will allow you to open it).
➡️ Try it in an incognito/private browsing window.
➡️ Try another browser, device or network.

Insufficient funds

Occasionally, a recent payment or withdrawal will cause an account to exceed its available funds limit, resulting in a declined transaction.

➡️ Check your credit card or bank account to ensure that you have sufficient funds and have not exceeded your daily spending limit.
If the card is issued by a company, check with your financial team to confirm that the amount is within the card's limits.

💡 If this is a temporary situation (i.e. you expect to be back under the limit shortly), the payment is likely to be processed during one of our automatic collection attempts, so no action is required on your part (equally, we recommend you keep an eye out for additional failed payment notifications).

Blocking foreign transactions

In some cases, transactions from foreign companies may be blocked as a security measure.

➡️ Contact your bank to lift the security block and make sure they allow recurring payments to Metricool so that your next payment will not be blocked again.

Indian Credit Card Restrictions

Due to Indian banking laws, Indian-based credit cards do not support recurring payments for subscriptions. This means that each payment must be authorized manually, which is not possible with Metricool's automated billing.
➡️ In this case, please contact us via chat for support.

Frequently Asked Questions

What happens to my account if my payment fails?

If your payment fails, we will send you a warning email and our system will retry collection for a few days. If eventually all subsequent attempts fail, your Metricool account will automatically revert to the free plan. However, you can easily reactivate it and everything will go back to the way you left it. Go to the section How to reactivate my premium plan.

How can I update my payment method or data?

When accessing Metricool, you will see a window indicating a failed payment attempt, please update your payment details directly. If the payment was already completed, you can access Plan and billing to update your billing and payment method (click on the pencil icon).

I cancelled my plan, why am I still being charged?

If you receive payment notices after canceling your plan, it is usually due to one of the following reasons:
You have attempted to cancel your plan , but the cancellation has not been completed. Check your subscription at Plan & Billing and make sure you follow all the prompts to the end to complete the cancellation.
You have a failed payment from a previous invoice that our system is still trying to collect. Our system will automatically retry previous failed payments several times, even if you have cancelled your account going forward. In this case, please contact us via chat for support.

How can I check if my payment has been made?

You can check your payment history from Plan & Billing and see the status of your current subscription. Remember that if you have a co-branded account, only the owner can access the subscription management.

Why did I receive a payment from Metricool without notice?

Metricool is a subscription service, when you sign up, you accept the automatic renewal (as stated in the terms and conditions), so no charge notice will be sent. However, you can cancel your plan at any time.

What happens to my scheduled publications if I downgrade my plan?

If you upgrade to a lower plan, your already scheduled publications will remain on your calendar and will be published on a regular basis until you reach the monthly limit of publications included in your current plan. If you reach that quota, the rest of the publications will remain in pending status and will not be published. Check all our plans here.

Reactivate your premium plan

If all payment retries fail, your Metricool account will automatically revert to the Free plan. But don't worry, by reactivating your premium plan you will be able to access your data history again. To reactivate your plan follow these steps:

Login to Metricool
Click on "Become Premium".
Select the plan you want
Confirm your billing information
Add a payment method (Card or Paypal)
Click on sign up

💡 If you have cancelled your plan but want to continue your premium subscription, go to Plan & Billing and click on Reactivate plan

Make sure you have pop-ups enabled in your browser in case your card requires security verification. If your card or payment is declined during reactivation, contact your bank to inform them to expect a transaction from Metricool.

Updated on: 24/03/2025