Articles on: Billing

Troubleshooting Payment Issues

Troubleshooting Payment Issues

Common fixes for declined cards and failed payments on Prospeo.


“Your Card Was Declined”

This is the most common payment error. It typically means the transaction was blocked by your bank or by Stripe’s fraud prevention system — even if the same card works elsewhere.


Troubleshooting Steps

  1. Double-check your card details. Ensure the card number, expiration date, CVC, and billing address all match your bank records exactly.
  2. Check your card’s expiration date. If your card expires in the current month, it may be rejected. Use a card with a later expiration date.
  3. Disable any VPN or proxy. A mismatch between your IP address and the country your card was issued in can trigger fraud checks. Disable your VPN and try again.
  4. Try an incognito or private browser window. Cached data or browser extensions can sometimes interfere with the checkout process.
  5. Ensure sufficient funds. Confirm your account has enough balance to cover the charge.
  6. Try a different card. If the issue persists, use another credit or debit card.
  7. Contact your bank or card issuer. Ask them to allow the charge to Prospeo. Banks often block unfamiliar international transactions by default.
Note: Prospeo uses Stripe to process payments. In some cases, Stripe’s anti-fraud system blocks transactions automatically. This is not something Prospeo can override. If none of the steps above work, contact your bank to authorize the transaction.


What Happens When an Auto-Payment Fails

⦁ Your account goes into a past-due state with no access to any paid features or credits.

⦁ A banner is displayed to all team members.

⦁ To resolve, update your payment method, pay the outstanding invoice, or change your plan.


Still Need Help?

If the issue persists after trying the steps above, contact Prospeo support with a screenshot of the error message and we’ll investigate further.


FAQs

Why was my card declined if it works on other sites?

Stripe’s fraud prevention system evaluates each transaction independently. A mismatch between your IP address, billing address, or card country can trigger a block. Disable your VPN and verify your billing details match your bank records.


My payment failed and now I have 0 credits. What do I do?

Your account is in a past-due state. Update your payment method or pay the outstanding invoice to restore your credits. See How to Update Your Payment Method.


Can Prospeo manually process my payment?

No. All payments are processed through Stripe. Prospeo cannot manually charge cards or override Stripe’s fraud checks.


I’m having trouble applying a coupon. What should I do?

See How to Apply a Coupon for step-by-step instructions and troubleshooting.


I was charged but my plan still shows Free. What happened?

You likely have a second Prospeo account with an active subscription. Contact support with the last 4 digits of the card that was charged and we’ll help locate the account.

Updated on: 10/03/2026