Why does my payment or subscription keep failing?

Payments run through Stripe, and almost every failure reaches us as the same sentence: Something went wrong with your subscription. Please try again or contact support. Because that message covers several different causes, the fastest way through is to work down this list in order.

Most likely cause: the card was declined

When the card details look correct and the error is the generic one above, a decline is the likeliest explanation. Your bank, not us, makes that call, so it is also the fastest place to get a straight answer about why.

Declines usually trace to one of four things:

• Insufficient funds, or a limit on the card.
• Your bank's fraud check on a first charge to a new merchant, which a quick call or a tap on the approval prompt in your banking app will clear.
• A card that needs 3D Secure confirmation, where the confirmation window was closed or timed out before it completed.
• A billing address or postcode that does not match the one your bank has on file.

Try the same card once more, and if it declines again, try a different one. We accept Visa, MasterCard, American Express, and Discover.

Checkout will not even open

Could not start checkout. Please try again, or contact support if it keeps happening. appears before any payment is attempted, so nothing was charged. Ad and script blockers are the usual culprit, since checkout has to load from Stripe. Turn yours off for this page and try again.

Could not connect to payment processor. Please try again. is the same situation seen from the other side. Wait a moment, then retry.

You are already subscribed

Already subscribed to Premium. means your account has an active subscription, so a second one is refused. If Premium features are still not showing, sign out and back in so the session picks up the plan you are already paying for.

The coupon was rejected

Invalid coupon code. Codes are case sensitive and most of them expire, so copy the code exactly as it appears in the email you received it in.

You clicked too many times

Too many requests. Please wait a moment and try again. Give it a minute before doing anything else, and do not resubmit the payment, because repeated attempts in quick succession look like fraud to your bank and can get the card blocked.

Canceling, resuming, or changing your card fails

Something went wrong canceling your subscription, Something went wrong resuming your subscription, and Something went wrong updating your payment method all mean the request did not reach Stripe, so nothing about your subscription changed. Retry once. If a cancellation will not go through and your renewal date is close, email us rather than waiting it out.

Moving between Premium Monthly and Premium Quarterly is done by canceling and subscribing again on the cycle you want.

Team features stopped working

Team does not have an active subscription. means the team's subscription lapsed or was canceled. Only the team owner can resubscribe, so that is who to ask if the account is not yours.

Still stuck?

Email support@skillsyncer.com. Include the last 4 digits of the card and the date and time of the attempt. Never send us a full card number.