My payment failed, what can I do?

What to do if your subscription payment was unsuccessful

Updated over a week ago

If your subscription payment did not go through successfully, please do not worry. Our payment provider will try to take the payment up to four times over the next couple of weeks. The subscription will only be cancelled if the payment is not successful on these subsequent attempts.


Adding a new card

If your payment card has expired you will need to add a new payment card to the account. You will be able to do this by following these steps:

  1. Log in to the Families Dashboard

  2. Hover over My account and then click on Billing

  3. Click on Add new card and fill in your card details

  4. If you have a card saved on your browser you will be able to use a stored card. Alternatively, you can use Apple Pay, Google Pay or Microsoft Pay

  5. If you have multiple payment cards, you can choose which card you would like to be your default payment method


Removing old cards

We recommend removing any expired cards from your account, to do this please:

  1. Log in to the Families Dashboard

  2. Hover over My account and then click on Billing

  3. Click on the card you wish to delete from the list that appears

  4. Click on Delete

Please note that if you have taken your subscription out through the Apple App Store, GooglePlay or Amazon, you will need to update your card details through them.


πŸ’‘ Need more help? Feel free to contact our lovely customer support team by using the chat bubble in the bottom right corner of the screen, they will be happy to help!


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