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My payment failed

Hero Marketer uses Paddle for billing. When a charge fails, Paddle handles retries and notifications. Most failures are easy to fix.

What "failed" means​

A few different scenarios fall under this category:

  • Subscription renewal failed. Paddle tried to charge for the next month and was declined.
  • Top up purchase failed. You clicked Buy credits and the charge didn't go through.
  • Plan change failed. You upgraded but the payment for the difference failed.
  • "Pricing isn't configured" error. A configuration issue on our side, not a card problem.

Each has a different fix.

Card declined or insufficient funds​

The most common case. Your card was charged but the bank declined.

Fix:

  1. Update the payment method. See Update payment method.
  2. If the card is fine but the issuing bank declined, call the bank. International charges, large charges, or specific merchant categories sometimes get auto blocked. Tell the bank to allow Hero Marketer or Paddle.
  3. After updating, manually retry the charge from the Paddle billing portal.

For renewal failures specifically: Paddle automatically retries a few times over several days. The subscription enters a grace period during which the app continues working. If all retries fail, the subscription is cancelled and access ends.

"Payments are temporarily unavailable"​

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

"Plan pricing isn't configured"​

Configuration problem on our side. Specific plans or top up prices may not be set up correctly for your region.

Contact support with the action you were trying to take (which plan, which top up amount, which region). We'll fix the configuration.

3D Secure or two factor verification failed​

Some cards require 3D Secure (an extra verification step) for online purchases. If the verification step times out or you abandon it:

  • Try the purchase again. The verification window may have closed.
  • If the bank's verification system is down (rare but happens), wait an hour and retry.
  • Switch to a different card if your primary requires 3D Secure and the verification keeps failing.

My subscription was cancelled because of failed payments​

If you missed the grace period and your subscription was auto cancelled:

  1. Go to the pricing page on Hero Marketer.
  2. Re subscribe with a working payment method.
  3. Your data is retained for 90 days, so accounts, products, and campaign history come back automatically.

See Cancel your subscription for the retention window details.

I was charged but my plan didn't activate​

A successful charge that doesn't reflect in app within 5 minutes is unusual. Possible causes:

  • Webhook delay. Paddle's notification to Hero Marketer was delayed. Refresh the page; the change usually catches up within a few minutes.
  • Webhook failed. If the change still hasn't reflected after 30 minutes, contact support. We can verify the charge in Paddle and fix the state manually.

I was charged twice​

Duplicate charges are rare but happen, usually when a button is clicked twice during a slow loading state.

Contact support with the charge dates and amounts. We can verify and refund the duplicate.

Tax or VAT seems wrong​

VAT and sales tax are calculated by Paddle based on your billing address. If the rate looks wrong:

  • Check your billing address in the Paddle portal. Update it if it's incorrect.
  • If the address is right but the tax still looks wrong, contact support. Tax rules vary by jurisdiction and we can verify against Paddle's records.

Still failing?​

If none of the above describes your situation, contact support. Include:

  • The error message you're seeing (screenshot is great).
  • What you were trying to do (renew, upgrade, top up).
  • The last 4 digits of the card you used.
  • Your billing email.