What happens when a payment fails

If a subscription payment fails, we email you, show a Your last payment failed notice on your Billing tab, and automatically retry the card. Updating your card is usually all it takes to fix it, and your account stays active while you sort it out.

How you will know

• Email. You get an email titled "Payment issue on your Zi-Find account", with an Update payment method button.
• Billing tab. Account, then Billing, shows a red notice: Your last payment failed, the card that was tried, and the date of the next retry. Your plan's status shows Past due.
• Paid features. On an operator account, some paid pages ask you to fix your payment before they open.

Fix it

1. Click Account in the sidebar and open the Billing tab.
2. In the red notice, click Update payment method. A secure payment page opens in a new tab.
3. Enter a working card and save it.
4. Return to Zi-Find. Once a payment goes through, the notice disappears and everything works as normal.

You can also update the card any time with Manage payment method in the Payment method card. See Updating your payment method.

Common reasons a card is declined

• The card expired, or was replaced with a new number.
• The billing details do not match what your bank has on file.
• The bank flagged the charge. A quick call or app check with your bank usually clears it.
• Not enough available balance or credit.

What if I want to cancel instead?

If a payment is past due and you cancel, the cancellation is immediate and the retries stop, because there is no paid period left to run out. The usual retention offers are skipped. See Cancelling or pausing your subscription.

Good to know

• We retry automatically on a schedule, so you do not need to do anything after updating your card.
• A declined card during an upgrade changes nothing. You stay on your current plan.
• A brand-new account whose first payment never succeeded is not activated. Once a payment succeeds, you receive a sign-in link.

FAQ

Will I lose my listings or messages?

No. A failed payment does not delete anything.

I updated my card but the notice is still there.

It clears after the next successful charge. If it is still there a day later, contact us through Help or the chat bubble in the bottom corner.