If your credit card payment has failed, it may be due to the card expiring, exceeding its credit limit, or a security lock placed by the card issuer. You can resolve these issues directly through the User Console.
Common Causes
Common reasons for payment failures include:
- The credit card has expired.
- The credit card limit has been exceeded.
- The credit card company has placed a security lock on the transaction.
Soracom may not receive specific details regarding the root cause of a failure from payment partners. If you are unsure why a payment failed, ensure your card has a sufficient limit and is valid.
Updating Your Credit Card Information
If your card has expired, or if you wish to use a different card to settle an outstanding balance immediately, please update your payment information.
- Login to the User Console.
- Click your username (or email address) in the upper right corner and select Payment settings.
- Follow the appropriate step for your situation:
- Update existing card: Click the Update Credit Card button.
- New registration: If you have not registered a credit card, click the New payment method button.
- Switch from invoice: If your account is set up for bank transfer but you wish to switch to credit card payment, click the Switch to credit card button.
- Enter your new credit card information and click Submit.
When registering a credit card, a small hold will be placed on your card for verification purposes.
Once the credit card information is successfully updated, any outstanding fees or unpaid invoices will be processed immediately.
Resolving Payment Failures
If a payment failed because the limit was exceeded or the transaction could not be processed:
- Automatic Retry: Soracom will automatically attempt to re-process the transaction after a few days. If you resolve the issue with your bank (e.g., raising the limit) without changing the card on file, you can wait for this automatic retry.
- Immediate Payment: If you prefer not to wait, follow the steps above to Update Your Credit Card Information. Re-registering the card (even the same one) will trigger an immediate payment attempt.
Verifying Payment Status
To confirm that your payment issue has been resolved:
- Navigate to the Bills tab in the User Console.
- Locate the relevant monthly invoice or order.
- When payment has been successfully received, the payment status will indicate Paid.
Troubleshooting and Support
If you continue to encounter issues:
- Contact your credit card company: They can identify if a security lock or limit is preventing the transaction. It is helpful to inform them of the date and amount of the attempted payment.
- Try another card: If possible, register a different credit card to settle the balance.
- Contact Soracom Support: If you cannot identify the cause or resolve the issue, please contact Soracom Support to avoid account suspension.