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 walks through 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. Three things typically explain the gap.

• A temporary settlement delay on our end is the most common cause: the payment arrives but isn't automatically matched to your subscription, and once our team identifies it, they can apply it manually.

• The second is cached account data in your browser, where the page you're looking at is showing an older, stored version of your account rather than its current status.

• The third is network interference: a VPN, proxy, or firewall sitting between your device and our servers can occasionally block or delay the confirmation step that completes a renewal, even though the payment has already gone through.

Steps to try first

Before contacting support, work through these steps in order. They resolve most cases without any need to escalate.

1. Clear your browser's cache and cookies, then log out and back in. This ensures you're viewing the current account 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. Some renewals take a short time to reflect on the account page even after the payment has cleared.

If your payment keeps failing

The steps above apply when a payment has gone through but hasn't registered. If instead your payment attempts are being declined outright, the cause usually sits with your bank rather than with your account. Most card issuers apply an additional identity check known as 3D Secure, shown to customers as Verified by Visa, Mastercard Identity Check, or something similar, and if that check can't be completed, the bank blocks the transaction before it ever reaches us.

Two things typically resolve this.

• Contact your bank or card provider and ask them to confirm whether 3D Secure is blocking the payment and to authorize transactions to us; in many cases the bank can lift the block or walk you through the verification directly.

• Separately, check that your billing details match your card exactly. The name, billing address, and card information entered at checkout need to line up with what your bank has on file, since a mismatch is enough to cause the identity check to fail. Enter your billing information exactly as it appears on your bank statement or card account.

Once the block is cleared or your details are corrected, try the payment again.

When to contact support directly

If you've worked through 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, and the account or subscription this relates to. This lets our team locate the payment and apply it to your account without delay.

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

We're sorry for any inconvenience this causes and appreciate your patience while we get it sorted.