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My payment failed

Hero Marketer bills through Paddle, which handles retries and notifications when a charge fails. Most failures are a card or bank decline. The fix is to update your payment method and retry. Find the case that matches what you saw.

Card declined or insufficient funds​

The most common case: the charge reached your bank and the bank declined it. Fix it in this order:

  1. Update your payment method. See Update payment method.
  2. If the card is fine but the bank declined it, call the bank. Banks auto-block some international charges, large charges, or specific merchant categories. Ask them to allow charges from Hero Marketer or Paddle.
  3. Retry the charge from the Paddle billing portal once the payment method is updated.

If it was a renewal that failed, Hero Marketer pauses app access and sends you to the renewal page when you sign in. Update billing or choose a plan there to restore access.

"Payments are temporarily unavailable"​

This is a Paddle-side issue, not your card. Wait a few minutes and try again. If it persists for more than an hour, contact support.

3D Secure or two-factor verification failed​

Some cards require 3D Secure, an extra verification step, for online purchases. If that step times out or you close it before finishing:

  • Try the purchase again. The verification window may have closed.
  • If the bank's verification system is down (rare), wait an hour and retry.
  • Switch to a different card if your primary card's verification keeps failing.

My subscription was paused or cancelled for failed payments​

If your subscription went past due or was auto-cancelled after failed charges, restore it yourself:

  1. Sign in to Hero Marketer.
  2. On the renewal page, update billing or choose a plan.
  3. Your accounts, products, and campaign history come back automatically. Records are retained for at least 90 days, so reactivating within that window restores everything as it was.

See Cancel your subscription for the full retention window.

I was charged but my plan didn't activate​

Right after checkout you may see one of these panels on the Connect Google Ads step. They mean the charge went through but Hero Marketer hasn't yet received Paddle's confirmation:

  • "Confirming your subscription". Normal for the first few seconds after checkout. Wait; the wizard advances to Google Ads setup the moment the confirmation lands.
  • "Your payment is still processing." Paddle hasn't confirmed within the expected window. Click Check again to re-fetch your subscription state. Most confirmations land within a minute or two. If it still shows this after 5 minutes, the payment hasn't finalized on Paddle's side yet.
  • "We couldn't verify your subscription." Hero Marketer tried to read your subscription and hit a network or backend issue, not a payment problem. Check again retries; if it keeps failing, sign out and back in to force a fresh read.

A successful charge that doesn't reflect in the app within 5 minutes is unusual. Click Check again or refresh the page, a delayed confirmation usually catches up within a few minutes. If the charge still hasn't reflected after 30 minutes, contact support to have the charge verified in Paddle and the state corrected.

"Plan pricing isn't configured"​

This is a configuration problem on the Hero Marketer side, a plan or top-up price isn't set up for your region, not a card problem you can fix. Contact support with which plan or top-up amount you were buying and your region.

I was charged twice​

Duplicate charges are rare and usually come from a button clicked twice during a slow load. You can't reverse a charge yourself, so contact support with the charge dates and amounts to have the duplicate refunded.

Tax or VAT looks wrong​

Paddle calculates VAT and sales tax from your billing address. First, check your billing address in the Paddle portal and correct it if it's wrong. That resolves most tax surprises. If the address is right but the tax still looks off, contact support; tax rules vary by jurisdiction and we can verify against Paddle's records.

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