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Plan and account

What to do when your payment is declined

Updated

Short answer

When a charge is declined, the Subscription page shows Payment Pending, with the Pay invoice, Change card and Change plan buttons. While the payment is pending, you can still see your files, but you can't upload new files, download or make changes. Sort out the payment to use everything again.

Step by step

  1. Step 1: Open Subscription

    Click your name, at the bottom of the menu, and open Subscription. The plan shows as Payment declined, and the Payment Pending notice brings the options.

    The Subscription page with the Payment Pending notice.
    App screenshot The Subscription page with the Payment Pending notice.

  2. Step 2: Sort out the payment

    Click Pay invoice to try again, Change card to use another card or Change plan to switch plans.

    Pay invoice, Change card and Change plan, in the Payment Pending notice.
    App screenshot Pay invoice, Change card and Change plan, in the Payment Pending notice.

Frequently asked questions

Do I lose my files?

Not because of the declined payment: you can still see your files while you sort out the payment.

What's blocked?

Uploading new files, downloading and making changes, such as fixing the transcript. The screen tells you when an action needs your payment to be up to date.

Where do I change my card?

In the notice itself, with Change card, or under Manage subscription, with Update payment method.

Related articles

Plan and account Where to download receipts and service invoices Where to find the payment receipts and Brazilian service invoices (NFS-e) for your FilmScribe subscription, and how to get the invoice in your name. Plan and account How to change plans How to change your FilmScribe plan, up or down, and switch between monthly and annual on the Subscription page, and how the price difference is charged. Plan and account How to cancel your subscription How to cancel your FilmScribe subscription on your own from the Subscription page, until when you keep access and how to undo the cancellation.

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