We recommend customers review the following potential causes for auto-debit payment failures, which may have led to the subscription renewal issue.

Common Reason Why Subscription Renewal Failed

1. Insufficient Credit / Debit Card Balance

• Explanation:
  Your card may not have enough funds available to complete the transaction.

• Suggestion Action:

  • Check your card balance and make sure there are enough funds for the transaction.

  • If needed, deposit funds into your account or use a different card with sufficient balance.

  • Try "Extend Subscription" again after ensuring there are enough funds on your card.

2. Expired Card

• Explanation:
  Your card has expired, and the payment could not be processed.

• Suggestion Action:

  • Check for the expiration date on your card.

  • If your card has expired, please add a new card that is not expired.

3. Card Issuer Has Declined the Transaction

• Explanation:
  Your card issuer (the bank) or payment network (Visa / Mastercard) has declined the transaction. This can happen for various reasons, such as security concerns, restrictions on the card or other reasons.

• Suggestion Action:

  • For debit card users, please ensure that you have enabled E-Commerce or Online Transactions (or the equivalent) in your banking app. This feature is typically enabled by default for credit cards.

  • Check for messages or call from your bank on recent blocked transaction due to security concerns from card issuer.

  • If you have sufficient balance and e-commerce or online transactions are enabled, contact your card issuer to investigate the cause of the transaction failure.

What to Do Next After Reviewing the Above Suggestions:

• Try Again Later: Sometimes, payment systems experience temporary issues. You can wait for a while and try the renewal again.

• Use Another Card: If the issue persists, consider using a different credit/debit card to complete the renewal > [Subscriptions] How To Change Your Subscription Payment Card

• Contact Customer Support: If the issue persists, please reach out to our customer support team for assistance.

• Renew with Renz Credit: If you do not have any cards available for payments, read more > [Subscriptions] How To Extend Existing Subscription ?

Related Questions

• [Subscriptions] How To Change Your Subscription Payment Card

• [Subscriptions] Can I Subscribe Without Adding Credit / Debit Card?