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My payment went through but my subscription wasn't renewed.

Overview

If you've paid for your subscription but it still shows as expired or inactive, this article explains the most common reasons why and what to do about it.

Why This Happens

In most cases, the payment itself is successful, but the renewal doesn't register on your account right away. This is usually caused by one of the following:

  • A temporary settlement delay on our end. Occasionally, a payment is received but isn't automatically matched and applied to your subscription. Once identified, our team can apply it manually.
  • Cached account data in your browser. Your browser may be showing an older, stored version of your account page rather than the current status.
  • Network interference. A VPN, proxy, or firewall between your device and our servers can occasionally block or delay the confirmation step that completes a renewal, even though the payment itself has gone through.

Steps to Try First

Before contacting support, try the following steps in order. They resolve most cases on their own.

  1. Clear your browser's cache and cookies, then log out and back in to your account. This ensures you're viewing the current status rather than a stored version of the page.
  2. Open the account page in a different browser, on a different device, or in a private or incognito window.
  3. Disable any VPN, proxy, or firewall, then reload the account page. If your subscription now shows as active, your network setup was likely interfering with the connection.
  4. Wait a few minutes and refresh the page. Some renewals take a short time to reflect on the account page even after the payment has cleared.

When to Contact Support

If you've completed the steps above and your subscription still hasn't renewed, particularly if your bank or payment provider confirms the payment was taken, contact our support team directly rather than continuing to troubleshoot on your own.

When you reach out, include:

  • The date and amount of the payment
  • A screenshot or reference number from your bank or payment provider confirming the charge
  • The account or subscription this relates to

This lets our team locate the payment and apply it to your account without delay.

Need Help

Contact support: https://help.securesafe.com/kb-tickets/new

Our team will confirm your payment and apply it to your account once the details above are received.