> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.novalya.com/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # Why did my payment fail and what to do? # Why did my payment fail and what to do? **Reading time:** 3 min ## Quick summary Payment can fail for common reasons: expired card, limit reached, refused bank authorization. Quickest solution is generally to **update your payment card**. --- ## Common payment failure causes ### Card-related problems **Expired card:** - Expiration date passed - Card not renewed by bank **Payment limit reached:** - Monthly spending limit reached - Online payment limit exceeded - Insufficient card limit **Insufficient funds:** - Bank account balance too low - Authorized overdraft exceeded ### Bank-related problems **Online payment refused:** - Online payments disabled on card - International payments blocked - Geographic restrictions **3D Secure authorization not validated:** - SMS code not received or expired - Biometric validation failed - Banking app not accessible **Bank security:** - Transaction deemed suspicious by bank - Card temporarily blocked for security - Anti-fraud checks --- ## Quick solutions ### Step 1: Check your card **Points to verify:** ✅ Valid expiration date ✅ Sufficient account balance ✅ Payment limit not reached ✅ Online payments enabled ✅ International payments authorized (if applicable) ### Step 2: Add new card If your current card is problematic: **Procedure:** 1. Click on your profile (bottom left) 2. Click **User settings** 3. **Billing details** tab 4. Click **+ Add New card** 5. Enter valid card 6. Set it as **Primary Card** [See article: How to change my payment card?](/en/article/how-to-change-my-payment-card-add-remove-backup-card-2p28om) ### Step 3: Relaunch payment **If payment is pending:** 1. Return to Billing details 2. Verify new card is indeed primary 3. Payment will be automatically retried 4. Or contact support to manually relaunch --- ## Specific problems and solutions ### Expired card **Symptom:** - "Expired card" message during payment **Solution:** 1. Add your new card (received from bank) 2. Set it as primary card 3. Remove old expired card ### Limit reached **Symptom:** - "Payment refused" or "Limit exceeded" message **Solutions:** - Increase your limit via your bank - Wait for monthly limit renewal - Use another card ### 3D Secure not validated **Symptom:** - Bank validation page not responding - SMS code not received **Solutions:** - Check your phone number in your bank - Try again with stable internet connection - Use another card if problem persists ### International payments blocked **Symptom:** - Payment refused with mention "international transaction" **Solutions:** - Enable international payments in your banking app - Contact your bank to authorize - Use card without geographic restriction --- ## Recommended backup card ### Secure your payments To avoid service interruptions: **Add secondary card:** - If payment fails on primary card - Novalya automatically attempts secondary card - Guaranteed service continuity **How to do:** 1. Add 2nd card in Billing details 2. Set it as **Secondary Card** 3. It will be used only in case primary fails [See article: How to change my payment card?](/en/article/how-to-change-my-payment-card-add-remove-backup-card-2p28om) --- ## Failure notification ### How to know if payment failed **Novalya notifies you by:** - Email to your account address - Notification in interface (according to settings) **Actions after notification:** 1. Check your card in Billing details 2. Add valid card if needed 3. System will automatically retry --- ## Contact your bank ### When to contact bank **If after verification:** - Your card is valid and should work - Online payments are enabled - Balance is sufficient - Payment still fails **What to ask bank:** - Why payment was refused - If specific authorization is needed - If restrictions apply to your card --- ## FAQ ### My payment failed but I see debit, why? It's probably temporary authorization. It will be cancelled within 3-7 days if payment failed. ### How many times does Novalya retry failed payment? If you have secondary card, Novalya automatically attempts this card. Then, contact support to relaunch. ### Is my subscription suspended if payment fails? You have grace period. Add valid card quickly to avoid suspension. ### Can I pay by bank transfer or PayPal? No, only payment card payments are currently accepted. ### Payment always fails with multiple cards, why? Contact support with details. It could be technical issue on Novalya side. --- ## Related articles | [How to change my payment card?](/en/article/how-to-change-my-payment-card-add-remove-backup-card-2p28om) | [Where to find my invoices?](/en/article/where-to-find-my-invoices-and-download-payment-documents-18fffw8) | [How to cancel my subscription?](/en/article/how-to-cancel-my-novalya-subscription-18yju90) --- || **Need help?** || Our support team is available by email at **support@novalya.com** or via the **[Ticket Center](https://app.novalya.com) (open the ticket center from the help menu)** in your Novalya space. || Our team aims to reply within 24 hours on business days.