Why did my payment fail?

This guide outlines some of the reasons your payment may have failed or your card may have been declined. It also notes information about restoring your subscriptions.

Quick Links

• Resolving Card Declined Errors
• Restoring Expired Subscriptions
• Restoring Suspended Subscriptions

If you received an email that we were unable to charge your card for your subscription renewal or you are seeing a message in the billing section of your account that says we are having trouble charging your card, it may be due to the card being declined by your bank.

Some reasons why payments are declined are:

• The payment method is invalid
• The billing details were entered incorrectly
• There's an issue with your bank

Possible solutions include:

• Try adding another credit card here https://moz.rankious.com/_moz/billing
• Contacting your bank to lift any fraud blocks that may be in place
• Arranging to pay via manual invoicing (Available for annual Moz Pro plans only)

If you need to update the credit card on file for your account, please see our guide here.

If your subscription has expired you can try to add your subscription back again via your Subscriptions page.

Within the Inactive Subscriptions tab of your Subscriptions page, you will have the option to Reactivate your former subscription.

Please note: The Reactivate option for Moz Local will take you to the Moz Local pricing page where you’ll be able to restart the purchase process for your location. We do not have the ability to reactivate inactive local subscriptions. Cancelled local locations which are no longer in your dashboard or account must be repurchased and the location data reentered.

If your subscription is suspended we will automatically retry your card 6 times. To help with the process please try to clear any issues with your bank, or add a new card in your Account & Billing section, and then reach out to [email protected] from your account email so we can retry your card.

If your bank is declining the transaction for your renewal, Moz is not able to resolve the card error on our end. Please contact your bank to ensure there are no blocks in place keeping the transaction from processing successfully. Once you have discussed this with your bank, they may need to lift and blocks or flags in place, please reach out to [email protected] so we are able to reattempt the charge.

If you have just updated your card within your account, the system will automatically attempt to charge the outstanding balance on your account to the new card. It can take a few minutes for this to be reflected in the system and for your suspended subscription to be reactivated.