Failed or Declined Payments

If a payment attempt fails, you will receive an email notification.

Initial Payment Failure

If your first payment attempt fails, follow the steps below to resolve the issue and retry the payment. Your account will not be affected unless the issue persists.

Recurring Subscription Charge Failure

When payments for ongoing subscriptions charges fail, Stripe automatically retries for 14 days. If payment isn't completed within this timeframe:

• Your subscription will be cancelled
• Your account may be blocked
• The subscription cannot be reinstated, you will need to subscribe again

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Warning

We recommend addressing unpaid invoices promptly to avoid service disruption.

Steps to Resolve Failed or Declined Payments

1. Check Your Payment Details

1. Log in to the Tatum Dashboard

2. Click on [Manage plan]

   

3. Review & Update the Payment Method:

   

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Note

Even small errors can prevent your payment from going through. Double-check the following details:

• Card Number: Ensure that the card number entered is accurate.
• Expiration Date: Confirm your card hasn’t expired.
• CVV: Verify the 3-digit (or 4-digit for AMEX) security code.

2. Verify Your Account Balance and Limits

• Ensure your card has enough funds to cover the payment.
• Check if your card has daily spending limits or restrictions on online payments.
• Contact your bank if you're unsure about your card’s limits.

3. Confirm International Transaction Permissions

• Some banks block international transactions as a precaution.
• Verify with your bank that payments to Tatum via Stripe are allowed.
• Inform your bank about your legitimate purchase to avoid issues.

4. Look for Fraud Protection Flags

• Banks may block payments that appear as unusual activity, like large or repeated transactions.
• If this might be the case, contact your bank to confirm the transaction and retry.

5. Understand Error Messages

Stripe provides specific error codes to help diagnose issues:

6. Retry Payment or Use a Different Payment

• After Resolving Issues: Return to your dashboard and retry the payment
• Alternative Cards: Use a different credit/debit card if available
• Different Banks: Sometimes switching to a card from a different bank resolves the issue

Prevention Tips

Keep Payment Info Current:

• Update cards before they expire
• Monitor your account for payment notifications
• Set up account alerts for failed payments

Bank Communication:

• Notify your bank about recurring Tatum charges
• Ensure international payments are enabled
• Keep sufficient funds available for automatic renewals

Still Need Help?

Contact Your Bank First

Your bank can provide the most specific information about why payments are being declined and can often resolve the issue immediately.

Contact Tatum Support

• Include the error message you received.
• Provide the date and time of your payment attempt.
• Share any relevant details about your payment method.