A payment can fail when you start a plan, when you upgrade, or when your plan renews. What happens depends on which one it was.
When you start a plan or upgrade
Nothing is charged and your plan does not change. You see one of these:
- The payment was declined., or your bank's own reason, under the card form when you start a plan.
- Payment Failed and Your card was not charged and your plan has not changed. when you upgrade.
What to do:
- Check the card number, expiry date and security code.
- Try again, or use another card.
- If your bank has requested that you to approve the payment, finish those steps. Closing them without approving counts as a decline.
- If the card still fails, call your bank for details.
When your plan renews
If your card is declined when your plan renews, your paid plan ends straight away and your account moves to White Belt. There is no grace period.
- White Belt's limits apply from that moment: 25 exported lots a month, 3 photos per lot and 1 collaborator.
- Nothing is deleted. Your catalogs, lots, photos and collaborators all stay. See Photo and collaborator limits.
- Your saved cards stay on your account.
LotJitsu tells you by email and with an Alert, both headed Your LotJitsu payment didn't go through. They name the belt you had and say your account is now on White Belt. The email links to the Payment Methods page and to lotjitsu.com/pricing. You get this message even if you have switched off email or in-app notifications, because it is about your plan.
To get your plan back:
- Go to lotjitsu.com/pricing and log in.
- Click Get Started under the belt you had.
- Enter a card that works and pay. See Sign up on a paid plan.
Any discount you had ends with the plan and is not reapplied when you restart the plan.
Avoid a failed renewal
- Keep the Primary card up to date. When a card is about to expire, add the new one, click Set Primary on it, then remove the old one. See Manage your payment methods.
- Check Expires on your cards on the Payment Methods page.
Other messages
| Message | What to do |
|---|---|
| Could not start the payment. | The payment form could not open. Close the window and try again in a moment. |
| Your payment went through, but we could not finish setting up your plan | You were charged, but your plan did not change. Do not pay again. Contact support. |
| Your payment went through, but we could not finish the upgrade | You were charged for the upgrade, but the plan did not change. Do not pay again. Contact support. |
| Billing is not enabled. | Plans cannot be bought right now. Try again later. |
| This account already has an active plan. | You already pay for a plan. Use Upgrade or Downgrade instead. |
For any of these, see Contact support: Ask Support and Support Chat.
