What happens if my subscription payment fails?

Chatterbug does not immediately deactivate your account if your monthly payment does not go through. Instead, we’ll send you an automatic email to let you know that they payment was unsuccessful and try to debit you again several times over the course of a week.

We will notify you via email and on your Payments page every single time we’ve made an attempt to debit the payment, whether it is successful or not. If after one week, we’re still unable to collect the payment, your subscription will be automatically cancelled.

What can I do to prevent my subscription being cancelled?

Subscription payments generally fail for one of the following three reasons:

  • There are not enough funds on your account or credit card (affects both credit card and SEPA payments). In this case, you’ll need to make sure that your account is topped up within 7 days of the first payment attempt, so that Chatterbug could successfully debit the due amount at the next attempt. Once your account is topped up, you can also trigger a payment via the Pay Now button on your Payments page.

  • Your credit card has expired (affects only credit card payments). You will then need to add a new payment method via your Payments page.

  • Your bank is preventing Chatterbug from debiting your account or has disputed a completed payment (affects only SEPA payments). In this case, you will need to reach out to your bank directly and confirm that you’ve authorized Chatterbug to debit your account. You can also simply send them your SEPA payment mandate that proves Chatterbug’s authorization to debit your account. You can access your mandate at the bottom of your Payments page.