Why do my payments keep failing, and what do I do to resolve it?

October 14, 2025 20:58

If your subscription payment keeps failing, it means our payment processor (Stripe) is unable to charge your card. This can happen for several reasons:

1. 3D Secure (authentication required)

Some cards require additional verification, such as SMS, email, or app authorization, before a payment can be processed. If you don’t approve the request, Stripe won’t be able to complete the charge.

Fix: Check for an authorization request from your bank and approve the transaction.

2. Insufficient funds

If your card does not have sufficient funds or available credit, the transaction will be declined.
Fix: Ensure your card has enough balance to cover your subscription.

3. Incorrect card details

Mistyped card numbers, CVV codes, or expiration dates can cause payment failures.
Fix: Re-enter your card details in your account settings to ensure accuracy.

To update your payment method, please follow the steps outlined in the article: How Do I Update the Credit Card I Have on File with Helium 10?

4. Suspected fraudulent activity

Card issuers may block payments if they suspect unusual or fraudulent activity (e.g., large purchases or multiple transactions in a short time).
Fix: Contact your bank to confirm your identity and authorize the charge.

5. Card velocity limits exceeded

This happens if you’ve exceeded your card’s daily transaction limit, balance, or credit limit.
Fix: Contact your bank for details or wait until your limit resets.

Other steps you can take

Try another card: If the issue persists, add a different credit or debit card to your account.
If you’d like to try another card, please follow the steps on this link on how to update your card details: https://kb.helium10.com/hc/en-us/articles/115002280354-How-Do-I-Update-the-Credit-Card-I-Have-on-File-with-Helium-10
Use a virtual card: Services like Revolut or Payoneer allow you to create virtual cards that you can top up and use for online payments.
Reach out to your bank: For unresolved issues, your issuing bank will have the most accurate information.
Contact us to re-try your payment or find out the reason why your payment failed.