My payment failed

If your subscription payment fails, your PRO access will be suspended until the payment issue is resolved.

What happens when a payment fails

When Cathopic cannot process your subscription renewal:

• Your subscription status changes to PENDING_PAYMENT

• Your PRO access is immediately suspended (user->pro = false)

• You receive an email notification about the failed payment (Postmark template 31262679)

• The email includes the username and details about the payment issue

• A transaction record is created with an "error" status

• Your account remains active, but you lose access to PRO features

Common reasons for payment failures

• Insufficient funds: Your card does not have enough balance

• Expired card: Your payment method has expired

• Card declined: Your bank declined the charge

• Incorrect card details: The card information on file is incorrect

• Bank security restrictions: Your bank blocked the international transaction

• 3D Secure authentication failed: The verification process was not completed

How to resolve the issue

1. Go to Settings → Subscription

2. Check the status of your subscription (you will see "Payment Pending" or similar)

3. Click "Update payment method" or "Retry payment"

4. Verify or update your card information

5. Make sure your card has sufficient funds

6. Confirm the card is not expired

7. Try processing the payment again

Update your payment method

If your card continues to fail:

1. Go to Settings → Subscription

2. Scroll to the "Payment Methods" section

3. Click "Add new payment method"

4. Enter a different card

5. Set it as your default payment method

6. Try the payment again

Contact your bank

If you see "Card declined" repeatedly:

• Contact your bank to authorize international payments to Cathopic

• Ask them to whitelist charges from "Cathopic" or "Stripe"

• Verify there are no security holds on your card

• Ask about 3D Secure requirements

Check your email

Look for the payment failure notification we sent you:

• Subject: Payment failed or similar

• Check your spam/junk folder if you do not see it

• The email contains your username and details

• Follow any instructions provided in the email

Reactivating your PRO access

Once the payment is successful:

• Your subscription status will return to ACTIVE

• Your user->pro flag will be set back to true

• You will regain immediate access to all PRO features

• An invoice will be generated for the successful payment

Still having issues?

If you cannot resolve the payment issue:

1. Visit our support page

2. Select "Payment issue"

3. Provide details about the error you are seeing

4. Include the email address on your account

5. Our team will investigate and help you restore your subscription

Note: While your subscription is in PENDING_PAYMENT status, you will not have access to PRO features like unlimited downloads or PRO-only content.