What to do if a payment fails
In the case where a payment failed on plan upgrade or renewal, this article will explain what happens in each case, how to fix it, and how to get your plan back if it was cancelled.
This applies to anyone paying for Starter or Pro, including Free users who are upgrading.
Your payment failed when you upgraded
Checkout payments are usually declined by your bank, for reasons like insufficient funds, fraud protection, or a wrong CVV. You'll see a message explaining the decline at checkout.
Re-enter your card details and try again
Try a different card
Contact your bank to check for blocks or restrictions
If your details are correct and your bank confirms there's no block, contact Senja Support
Payment failures happen more often in some countries because of stricter banking rules.
Your renewal payment failed
When a renewal payment fails, Stripe (our billing provider) automatically tries to charge your card again several times over a few days. You'll get an email after each failed attempt.
Update your card as soon as you get a failed payment email, so your plan isn't interrupted. See Invoices, billing details and payment method.
If your subscription was cancelled
If every retry fails, your subscription is cancelled and your account moves to the Free plan.
Paid features stop working, but your testimonials, forms, and widgets stay in your account. See What happens after I collect more than 15 testimonials?
Get your plan back
The quickest way is to start a new subscription:
Go to your Billing page: https://app.senja.io/billing
Choose your plan and complete the payment
Your paid features come back straight away
Can I keep my old price?
New and reactivated subscriptions are charged at our current prices.
There's one exception: If you were on Starter and your subscription was cancelled because of a payment failure
Contact Support before you resubscribe and we'll keep your old price
Already resubscribed at the new price? Contact us anyway. We'll refund the difference and add a coupon so you're billed at your old price from then on
Charged, but your plan still shows as cancelled
Sometimes a payment goes through after the subscription has already been cancelled, and the plan doesn't switch back on by itself. Contact Support and we'll sort it out.