My payment didn't go through
Update your card with Manage payment on Billing, then try again. For auto top-up, also click Add a card. Your plan stays on while you fix it.
Your card was most likely declined. Open Billing, click Manage payment to update your card on Stripe's secure page, then try again. If it was auto top-up, click Add a card on the Auto top-up box after that to turn it back on.
Also called: payment failed, card declined, past due, billing problem, paiement refusé, carte refusée, paiement en retard, échec du paiement
Step 1: Find which payment failed
Open Billing and look for one of these messages:
On Current plan: Your last payment didn't go through. Update your card to keep your plan. Your monthly plan renewal failed.
On Auto top-up: Your card was declined, so auto top-up is paused. Add a card to turn it back on. You also get an email and a text about it.
After switching plans: Your card was declined. Update it under Payment, then try again.
Click: Billing
Step 2: Update your card
Click Manage payment under Payment and invoices. On Stripe's page, add a working card or fix the one you have, then come back to Alori.
For auto top-up, update your card first the same way, then click Add a card on the Auto top-up box. Auto top-up turns back on with your card on file, or opens Stripe's page to add one if you have none.
Click: Billing › Payment and invoices › Manage payment
Step 3: Try again
Plan switch: pick your plan again and click Switch to this plan or Switch to this amount.
Buying credits: click Add credits and pay again.
Auto top-up: once the card is saved, it buys again the next time you're under your line, or right away if you already are.
Click: Billing › Add credits
Good to know
While your plan renewal is unpaid, your plan stays on. Update your card soon to keep it.
If auto top-up is paused, you get low-credit emails and texts again, so you're not caught off guard.
A failed payment never adds or takes credits. Nothing shows in your credit history until a payment works.
If it doesn't work
"We couldn't add those credits. Try again." The payment page didn't open. Wait a moment and click again.
"Something went wrong. Try again." Wait a moment, refresh Billing and try again.
"Save your account first, then change the plan." Save your account, then try again.
The card still fails. Ask your bank whether it blocked the payment, or use another card.