My plan renewal failed even though my credit card is valid. How do I fix it?

If you’re sure that the credit card you’ve provided should work for renewing your SafetyCulture plan, the issue may be related to how your bank verifies online payments. Some banks may require you to confirm the transaction before it’s processed by entering a password or a one-time code sent to your phone, as an added layer of security to ensure the payment is authorized. If this step isn’t completed, the payment won’t go through even if the card itself is valid.

For existing organizations that already have a credit card added, but the next payment fails, they may be required to reauthenticate their details for the transaction to be successful.

If your renewal fails, try re-entering your credit card details on the billing page. Depending on your bank, this will prompt the verification process, which resolves the issue and allows your renewal to process successfully.

If you encounter other problems on the billing page, you can also contact our support team.