Payment problems

Every message on this page is about your Kops subscription, not about a Vinted purchase. For a purchase that failed at payment, see Attempt errors.

#A payment fails

You get a banner: Payment failed — pay your outstanding invoice before {date} to keep your access, with the deadline named.

That deadline is 48 hours from the failure. Inside it, everything works normally — this is a warning, not a block.

Pay invoice opens the billing portal, where you can settle the invoice or change the card. Nothing else you do in Kops is affected in the meantime.

#After 48 hours

The dashboard is walled: Your access is blocked. A recent payment failed. Pay your outstanding invoice to restore full access to your dashboard.

And immediately under it, the part worth reading:

Your monitoring is still running. Your filters and auto-buy keep working in the background. Resolve your billing to restore full dashboard access.

Nothing was switched off, nothing was deleted. The dashboard is what you cannot get into. Settle the invoice and it comes straight back.

On a team, employees see This workspace is blocked and a note that only the owner can fix it.

#When your bank stops trying

Your bank retries a failed charge for a while. When it gives up, the subscription moves to a different state — and this is the one that costs you something.

The wall looks the same, but the reassurance is gone, because it is no longer true: your filters, folders and connected accounts are stopped. Nothing is deleted, and everything is restored the moment the subscription is live again — but until then, nothing is being watched and nothing is being bought.

The block itself is not new information. The absence of that green box is. If you are looking at the wall and cannot see Your monitoring is still running, you are past retries, and the clock on missed drops is running.

#Paying it

Pay invoice, and Kops charges your updated card to settle the outstanding amount. Three ways it can go:

#3-D Secure on a subscription payment

Your bank can ask for a verification on a subscription charge just as it can on a purchase. Three outcomes, and the wording distinguishes them carefully:

• Your bank is still processing the payment. It can take a minute — refresh shortly. Nothing is wrong.
• Your bank did not approve the payment. Update your payment method and try again.
• Couldn't reach Stripe to confirm the payment. Check your connection or an ad blocker, then refresh. This one is about your browser, not your bank — a blocker stopping the payment script is the usual cause.

If a verification is left hanging, it blocks plan changes too: A previous payment for your subscription is awaiting bank authentication. Complete authentication clears it, and then the upgrade you were trying to make works.

#Only the owner can fix billing

Every one of these screens says so to anyone else: Only the owner can manage billing. Ask the owner of {workspace} to update the payment method.

That is a role boundary, not a bug. See Members and roles.

#Access restricted

A different message, and a different cause:

Your access has been restricted following a review of unusual activity. You can still manage or cancel your subscription.

This is not a payment failure and paying will not lift it. Your billing stays under your control — deliberately, so you are never trapped paying for something you cannot use.

Think this is a mistake? Contact support and we'll take another look. That is the whole procedure; there is no self-service path, and there should not be one.

#Which message means what

The last one catches people who belong to several workspaces: the wall is for that workspace, and Switch workspace on it takes you to one that is fine.