Payment failed, or plan didn't update

If a payment fails, you can't process new adverts until it goes through. Update your card, and everything starts working again by itself as soon as the payment succeeds.

Update your card

1. In the Motuva web app, go to Account > Billing.
2. Select Update payment method.
3. Enter your new card details on the payment page that opens.

While a payment has failed

• The screen shows Your payment failed, with a button to update your payment method.
• New adverts can't be processed, on the web or in the app, until the payment goes through.

If your bank declines the card

• Check the card number, the expiry date and the security code.
• Some banks ask you to approve online payments in their app. Look for a notification, or ask your bank.
• Try a different card.

If there's an open payment dispute

A dispute pauses new adverts until it's resolved. Updating your card won't lift it, so get in touch and we'll sort it out with you.

Charged but your plan didn't change

1. Sign out and sign back in.
2. Wait a few minutes.
3. Check your email for the receipt.

If it's still wrong, contact us with the email address on your account, the date of the payment and the last four digits of the card. We'll put it right.

In the Motuva app

Billing isn't in the app, so there's no button there to update your card. If a failed payment stops an advert, the app shows Payment failed and says your last payment didn't go through. On Account, select Manage on the web, then follow the steps above.