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My payment failed

A failed payment adds no credits and changes nothing else. Hero Marketer does not lock your account, and your dashboard, reports, and data stay available. Hero Marketer sells credits through Paddle, the merchant of record. You pay in one of two ways: you buy a pack of 20 credits for $20, or the optional auto top up buys a pack for you. Most failures are a card or bank decline. Find the case that matches what you saw.

My credit purchase did not go through​

The Paddle checkout closed with an error, or your bank declined the charge. Hero Marketer added no credits. To try again:

  1. Click Buy credits ($20) in Settings > Billing, or use the credit balance at the bottom of the sidebar.
  2. In the Paddle checkout, correct the card details or use a different card.
  3. If the card is correct but the bank declines it, call your bank. Ask the bank to allow charges from Paddle.

Banks can block some international charges or some types of merchant. Each purchase is a separate charge, so there is no failed charge to retry. You buy again.

The Buy credits button says "Payments unavailable"​

The Buy credits button shows Payments unavailable when the Paddle checkout did not load. To fix it:

  1. Refresh the page.
  2. Turn off any ad blocker or privacy extension for paddle.com.
  3. Click Buy credits ($20) again.

If you see Payments are still loading. Try again in a moment., wait a few seconds. Then click the button again.

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 it finishes:

  • 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 auto top up charge failed​

Auto top up buys 20 credits for $20 when your balance goes below 5 credits. If the bank declines the card for auto top up, Hero Marketer adds no credits. The app does not show a message about the failed charge. Hero Marketer tries the charge again automatically while your balance stays below 5 credits.

To fix it, update the card:

  1. Open Settings > Billing. To open Settings, click your profile picture at the bottom of the sidebar, then click Settings.
  2. Click Manage billing. The Paddle billing portal opens in a new tab.
  3. Update the card under Payment method.

You can also buy a pack now with Buy credits ($20). Check your balance on Settings > Billing. If your balance cannot pay for a day of checks, monitoring continues for 3 days at no charge. Then monitoring pauses.

If the yearly renewal of auto top up fails for good, Paddle cancels the subscription, and auto top up turns off. Your credits stay. To use auto top up again, turn on Auto top up in Settings > Billing. This opens a new checkout. See Set up auto top up.

I paid but the credits did not appear​

After checkout, the app shows 20 credits added, or Payment received. Your credits will show up in a moment. Credits usually arrive within a few seconds. If your balance did not change, refresh the page after a minute. If your balance is still the same after a few minutes, email support@heromarketer.io. Include the email address on your Paddle receipt.

"Credit pack pricing isn't configured"​

The message Credit pack pricing isn't configured. Reach out to support. means a setup problem on the Hero Marketer side. You cannot fix it with a different card. Email support@heromarketer.io.

I was charged twice​

Duplicate charges are rare. They usually come from a button clicked twice during a slow load. You cannot reverse a charge yourself. Email support@heromarketer.io with the dates and amounts of the charges. We refund the duplicate.

Tax or VAT looks wrong​

Paddle calculates VAT and sales tax from your billing address. First, check your billing address in the Paddle portal (Settings > Billing > Manage billing). Correct the address if it is wrong. That fixes most tax problems. If the address is correct but the tax still looks wrong, email support@heromarketer.io. Tax rules are different in each jurisdiction, and we can check the charge against Paddle's records.

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