Paying for Overdue Zanda Subscription Invoices

Payment didn't go through?

Don't worry it can happen to anyone. Here is a little information to help you understand what might have happened and what to do.

 If an automatic monthly payment doesn't go through, Zanda will try the charge again on the next billing run. After two unsuccessful attempts in the same billing cycle we stop trying, because there's usually something on the card that needs to be sorted out first. The count starts again when your next invoice is issued. 

The most common reasons an automatic payment doesn't go through are an expired card, insufficient available credit, an incorrect expiry date or a temporary  error with the  bank's systems when the payment was attempted.

A card that has plenty of available funds can still be declined. This usually happens at your bank or card issuer rather than in Zanda—for example, the bank's fraud or security checks blocked the charge, the card has an online or recurring-payment limit, or the payment needed extra verification (such as a one-time bank approval or 3-D Secure step) that couldn't be completed automatically. 

In these circumstances, you will be notified by email and will be requested to log in and process a one-off manual payment for your account and if required to update your credit card details.

Find out why the payment was declined

Zanda records the response your bank or card issuer sent back, and shows it to you.

1. Go to User Menu > Your Account > Invoices and Receipts.
2. Find the invoice that didn't get paid.
3. Read the Bank response column on that row.

You'll also see the same message on screen straight after a manual payment that doesn't go through.

That wording comes from your bank, not from Zanda, so it's the detail worth quoting when you call them. It's much more useful than "the payment failed", and it's often the difference between your bank finding the block and telling you the card looks fine.

The payment keeps being declined on a card that works elsewhere

A card can work perfectly for everyday purchases and still be declined for your subscription. Your subscription charge is taken automatically, without you being at the checkout, so it can't ask you to approve it. If your bank wants you to verify this particular payment (a one-time approval or a 3-D Secure check), it will decline it every time, no matter how many times it's retried.

Retrying the one-off manual payment doesn't get around this. It's processed the same way as the automatic charge, so it runs into the same block.

What does help:

• Re-enter your card under Update Credit Card (steps below). Saving the card runs a check in your browser, and that's the one point in the process where your bank can ask you to approve the card. If your bank was waiting on that approval, this is what clears it. If your subscription is billed in Australian dollars this check isn't part of saving your card, so go straight to your bank instead.
• Ask your bank to allow recurring or merchant-initiated payments from Zanda, and to confirm nothing is blocking them.
• Check the amount. If a payment was missed, the next attempt is for everything outstanding, not just that month, so it will be larger than your usual fee. An unfamiliar larger amount is a common trigger for a bank's fraud checks.

Occasionally the reason isn't with your bank at all, for example if your account's payment method has been switched away from card, or there are unpaid invoices in more than one currency. If the Bank response doesn't look like a message from your bank, send it to our support team and we'll take it from there.

Process a One-Off Manual Payment

1. Log into your Zanda Account.
2. Go to User Menu > Your Account.
3. Click on Invoices and Receipts.
4. Select 'Show Unpaid Invoices'
5. Select items to pay.
   
6. Check that your payment details are correct. You might need to update the credit card details before you are able to process the payment. See below how. 
7. Click Pay.

Update Your Credit Card Details

1. Go to User Menu > Your Account.
2. Click on Update Credit Card.
3. Click Edit and enter your card details.
4. Click ✔ Save.