Failed VIP payment

When your card is declined at VIP renewal, the payment is retried automatically, and we send you an email with a link to change your card. All you need to do is update your card.

How it works on the website

A website subscription renews every month or every year from the card given at purchase. If the bank declines the payment (e.g. the card has expired or there are insufficient funds), Stripe retries the charge by itself over the following days. We will also send you an email saying the payment did not go through, with a link to change your card.

VIP works until the end of the paid period. If the payment does not go through by then, VIP switches off. When the charge goes through later (e.g. after you change your card), VIP turns back on automatically.

On the website: changing your card

  1. Click the link in the failed payment email, or go to “Settings” → “VIP and subscription” → “Manage payment”.
  2. In the Stripe portal add a new card or update your current one.
  3. The next charge attempt will use the new card.

How it works in the app

With an App Store or Google Play subscription, the payment is handled by the store. When a payment fails, the store retries it for some time (a grace period), and VIP stays active during that time. If the problem is not solved, the subscription expires.

In the app: changing the payment method

  1. iPhone: phone “Settings” → your name → update the payment method of your Apple account.
  2. Android: Google Play app → your photo (profile) → “Payments & subscriptions” → “Payment methods”.
  3. On your first purchase in the app you may see “Payment was declined or the card has expired. Try another payment method.” - in that case choose a different payment method in the store.

Good to know

  • We send the failed payment email once per payment, to the address given at purchase.
  • If you no longer want VIP, you do not need to change your card - cancel the subscription in “VIP and subscription”.
  • A declined payment on your first purchase on the website does not charge anything - you can try again with another card.
Tip: Is your card about to expire? Change it right away in “Manage payment” - the renewal will go through with no break in VIP.

Frequently asked questions

I lost VIP because my card expired. Do I have to buy a new one?

If the subscription has not been closed yet, just change your card in “Manage payment” - after a successful payment VIP comes back by itself. If the subscription has already expired, buy VIP again.

Will you charge me twice after I change my card?

No. The same unpaid payment is retried.

I did not get an email about the failed payment.

Check your spam folder and the email address given at payment in Stripe. You can always see the subscription status in “VIP and subscription”.

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Something missing? This documentation describes how Mybzz works today. If something doesn't match what you see, message us in the chat (bottom right corner of the website, or in the app: Settings → Contact Us) - we'll fix the guide or the app.