Payment declined
If your payment was declined when signing up for Pro or Ultra, or at your monthly renewal:
Check the card details. The most common reason for a declined payment is an incorrect card number, expiry date or security code. Go to Account > Billing > Update payment method and re-enter your card details.
Check with your bank. Some banks decline online subscription payments by default and require you to authorise the transaction in your banking app. Check for a notification or contact your bank to approve the payment.
Try a different card. If the issue persists with one card, try another.
Check your billing address. Some payment processors check that the billing address matches the one on the card. Make sure the address in your Motuva account matches what your bank has on file.
Charged but plan didn't update
If your payment went through but your account still shows the previous plan (for example, still showing Free after paying for Pro):
- Sign out and sign back in. The plan update sometimes doesn't reflect until the session refreshes.
- Wait a few minutes. Payment processing can occasionally take a short time to propagate.
- Check your email for a receipt from Motuva confirming the plan change.
If you've done all of this and your plan still isn't right, contact us with:
- The email address on your account.
- The date and approximate time of the payment.
- The last four digits of the card used.
We'll check the payment status and fix the plan immediately. If you were charged and the plan didn't update, we'll make it right.
Monthly renewal failed
If your subscription renewal failed, you'll receive an email notification. Motuva retries failed renewals automatically. If the retry also fails, your account will return to the Free plan until the payment is resolved. Update your card details in Account > Billing > Update payment method to reinstate the subscription.