Overview

If a payment for an ALYPOD Cloud invoice fails, the invoice stays unpaid and services may be at risk of suspension. This article explains the common causes and how to fix them from account.alypod.com.

Before you begin

• Your ALYPOD Cloud login for account.alypod.com.
• Access to your email, where payment failure notices are sent.

Common causes

• Card expired or was replaced (new card number or expiry date).
• Insufficient funds or a bank block on the transaction.
• 3-D Secure (3DS) authentication not completed — the bank needed confirmation that was not given in time.
• Billing address mismatch with the one held by the card issuer.
• Declined international or recurring transactions by your bank.

Steps

1. Log in to account.alypod.com and open Billing → Invoices to see which invoice failed and its due date.
2. Update your payment method. Add or correct the card under your payment methods. Even a replaced card with the same number can fail if the expiry date changed.
3. Retry the payment. Open the unpaid invoice and choose to pay it now with the updated method.
4. Complete 3-D Secure. If your bank redirects you to approve the payment, finish that step without closing the window.
5. Check your bank. If the payment still fails, ask your bank whether the transaction was blocked, and whether recurring or international payments are enabled for the card.
6. Verify your billing details match the address registered with the card.
7. Confirm the invoice now shows as paid. If it does not, wait a few minutes and refresh before retrying.

Troubleshooting

• Problem: You cannot add a card. Solution: Check the card details, ensure it is a supported card type, and try a different browser.
• Problem: The payment succeeds but the invoice stays unpaid. Solution: Wait a short while for the payment to clear, then contact support with the invoice number and payment reference.
• Problem: A service was suspended. Solution: Settle the outstanding invoice, then contact support to have the service reactivated.

Related articles

• [Contacting support: what information to include]
• [Understanding the GDPR and your data]
• [Security best practices for your Pod]