If a payment for your plan fails
What to do if your NeuroAI plan payment fails: which notices you get, how to update your card in the portal and what happens if the payment isn't resolved.
Updated
Sometimes a charge doesn't go through: the card expired, has no funds or the bank blocked it. It takes two minutes to fix if you act quickly.
Which notices you get
- An email from the payment processor (Stripe) saying the payment failed.
- NeuroAI messages telling you to update your card and that your account is suspended until you pay.
How to fix it
- Open the billing portal with the email you bought with.
- Under Payment methods, click Add payment method.
- Enter the new card and set it as default.
- If an invoice is pending, click to pay it now.
When you change the card, the charge is retried, so do this as soon as you can.
If your local card doesn't work, try an international card in dollars.
If it isn't resolved
If the charge fails, your account is suspended the same day and stays that way until you pay. While it's suspended, automations don't run. As soon as the payment goes through, your account works again; if anything was left as a draft, write to us and we'll reactivate it.
If the failure is on a credit reload
That's a different charge from your plan. See Your credit: what uses it and how to top up.
If you think the charge is a mistake
Write to support@neuroaistudio.com with your email and the date of the charge. If it was duplicated or unauthorized, we'll correct it.