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Unable to renew my annual subscription payment

Digitally Upstream

Hey Support, 

Can you please check the renewal process. I tried with three different credit cards but none of them worked. I am getting this error: This was declined by your bank. Please try again, or use a different payment method. Contact your bank for further information. 
( screenshot: https://share.zight.com/RBuDX9xA )

These card details are correct and previously I had paid for this easily. It seems like some integration issue or probably Paddle is not working correctly with Visa and Mastercard originated from India. Please look into this and fix it. Or let me know how can I make the renewal payment. If there is any alternate payment link, please share that. 

Thank you, 
Nitesh

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Comments

3 comments

Date Votes
  • KC George
    • Edited

    Hello Nitesh,

    Please check your card usage settings in your bank app or in your Netbanking and ensure you have enabled online transactions for international card usage and the transaction limit is set to a value above ₹11,000

    Please also check your SMS for a message like this

    Txn of Rs.100.00 on SBI Card XX1265 declined as international ECOM limit exceeded. Manage limits via


    You could also check with your bank branch, why USD transactions are being declined on your card. If none of it helps, kindly contact our Payment processor at help@paddle.com giving your Brizy Order number.

    Once you sign in to your Brizy account at https://www.brizy.io/account/login, navigate to the "Billing" menu under "Account" 

     

    Scroll down to the list of invoices and click on the "View" option next to your last invoice. You can find the Order Number here.

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  • Digitally Upstream

    Hi K.C. George,

    Thank you for your reply. There is no issue on the bank’s side. I am able to use it conveniently for other international payments.

    Though, as per your suggestion, I have sent following email to Paddle team. 

    I’m experiencing issues renewing my Brizy Studio VisualBuilder subscription. Here are the details:

    Order Number (last year): #28640376-83102376
    Subscription Expiry: August 3rd (renewal overdue)

    Payment Issue

    • I tried three different cards (2 Visa, 1 Mastercard), all with international transactions enabled and sufficient limits.
    • All cards work seamlessly with other vendors (AppSumo, StackSocial, Amazon, LemonSqueezy) and have worked with Paddle in previous years.
    • Error message: “This was declined by your bank. Please try again, or use a different payment method. Contact your bank for further information.”
    • Screenshot: Payment Error
    • Previous successful orders using these cards:
      • Mastercard ending 9351: Order #28640376-29092673 (Sep 10, 2021)
      • Visa ending 1375: Order #28640376-83102376 (Jul 31, 2024)

    Brizy support has directed me to contact Paddle.

    Login Issue

    • I’m unable to log in at Paddle Login.
    • Password reset was successful, but login fails with: “Something went wrong, please try again.”
    • Screenshot: Login Error

    Request

    My subscription is about to expire and I need to renew urgently. Please advise how I can resolve these payment and login issues as soon as possible.

    Thank you for your help.

    Best regards,
    Nitesh

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  • KC George

    Hello Nitesh,

    Thank you for keeping us informed. We hope they can resolve this issue for you.   

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