If your payment fails, we send you a warning email and our system retries collection for a few days. If all subsequent attempts fail, your account automatically reverts to the free plan. You can reactivate it and everything returns to how you left it.
Failed Payments: Troubleshooting and Frequently Asked Questions
Updated 3 weeks ago
This guide covers the most common causes of failed payments and how to resolve each one, plus answers to frequently asked questions about billing and subscriptions.
Common causes of payment failure
These are the most common reasons a payment fails and how to resolve each one.
Invalid card details
If your card details changed or your card expired and a new one was issued, your payments fail until you update the details in your Metricool account.
Update your payment details at Plan & Billing.
Security measures
Some security features, such as 3DSecure, require a verification pop-up window before approving a charge. If your browser blocks this pop-up, you cannot complete the payment.
Allow pop-ups in your browser. When a pop-up is blocked, a blocked-window icon appears in the URL bar; click it to open the pop-up.
Try an incognito or private browsing window.
Try another browser, device, or network.
Insufficient funds
A recent payment or withdrawal can push the account over its available funds limit and cause a declined transaction.
Check that your credit card or bank account has sufficient funds and you have not exceeded your daily spending limit.
If the card is issued by a company, confirm with your financial team that the amount is within the card's limits.
If this is temporary and 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. Keep an eye out for additional failed payment notifications.
Blocking foreign transactions
Transactions from foreign companies may be blocked as a security measure.
Contact your bank to lift the security block and allow recurring payments to Metricool so your next payment is not blocked again.
Indian credit card restrictions
Due to Indian banking laws, Indian-based credit cards do not support recurring payments for subscriptions. Each payment must be authorized manually, which is not possible with Metricool's automated billing.
Contact us via chat for support in this case.
Other common causes of payment failure
Other situations that can cause a payment to fail.
Card-related causes
Your card does not allow international purchases.
The security code (CVV) is dynamic or temporary and does not work with subscription systems.
You are using a prepaid or virtual card, which Metricool does not accept.
The card is designed for one-time online purchases and is not valid for subscriptions.
Some cards require manual verification for every payment, which prevents the automatic charge.
PayPal causes
Your PayPal account does not have a linked card or bank account.
PayPal payments without a linked card are not accepted on subscription platforms, even if you have balance.
You added a prepaid card to PayPal, which may cause the payment to be rejected.
FAQs
What happens to my account if my payment fails?
How can I update my payment method or data?
When accessing Metricool, you see a window indicating a failed payment attempt; update your payment details there. If the payment already completed, open Plan and billing to update your billing and payment method (click the pencil icon).
I cancelled my plan, why am I still being charged?
This is usually due to one of the following:
You attempted to cancel your plan, but the cancellation was not completed. Check your subscription at Plan & Billing and follow all 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 retries previous failed payments several times even after you cancel. Contact us via chat for support.
How can I check if my payment has been made?
Check your payment history from Plan & Billing and see the status of your current subscription. If you have a co-branded account, only the owner can access subscription management.
Why did I receive a payment from Metricool without notice?
Metricool is a subscription service; when you sign up, you accept automatic renewal as stated in the terms and conditions, so no charge notice is sent. You can cancel your plan at any time.
What happens to my scheduled publications if I downgrade my plan?
If you move to a lower plan, your already scheduled publications remain on your calendar and publish regularly until you reach the monthly limit of publications included in your current plan. Once you reach that quota, the remaining publications stay in pending status and are not published. Check all our plans here.
Reactivate your paid plan
If all payment retries fail, your Metricool account automatically reverts to the Free plan. Reactivating your paid plan restores access to your data history.
Log in to Metricool.
Click the upgrade option in your account.
Select the plan you want.
Confirm your billing information.
Add a payment method (card or PayPal).
Click Sign up.
If you cancelled your plan but want to continue your paid subscription, go to Plan & Billing and click Reactivate plan.
Make sure pop-ups are enabled in your browser in case your card requires security verification. If your card or payment is declined during reactivation, contact your bank to let them know to expect a transaction from Metricool.
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