"Resolve billing issue"
What the Resolve billing issue Monitoring recommendation means, why you're seeing it and how to resolve it
Last updated About 2 hours ago
Resolve billing issue is a critical recommendation in Consent Studio Monitoring. Active recommendations show on the Start page of your domain's dashboard and on the Recommendations page (Monitoring dropdown in the top bar). Collaborators on the domain may also receive it by email.
What this recommendation means
The recommendation says: "Your payment failed. Update your payment method to continue service."
The latest payment for the subscription of this domain did not go through, so the subscription is now overdue. If this domain is billed through the subscription of another domain (for example after merging subscriptions), the recommendation follows the status of that shared subscription and shows on every domain that uses it.
Why you're seeing it
Your card was declined
Your bank or card issuer refused the payment. This can happen because of the card's own security checks, even if there is enough balance. Adding the payment method again, or asking your bank to allow the payment, usually solves it.
Your saved payment method is no longer valid
For example, the card has expired or was replaced by a new card with different details.
The SEPA Direct Debit failed
It could be that your bank has declined the payment request over SEPA. In that case, please reach out to us as soon as possible to get instructions on how to make the payment.
Manual bank transfers
It can be that this has not yet been processed and/or matched by us, if completed. In that case, please reach out to us as soon as possible as well.
How to resolve it
Click Update Payment Method on the recommendation. The billing portal opens in a new tab. You can also get there via Domain Settings (gear icon in the top bar) > Manage Billing > Open billing portal, as described in Updating billing information.
Add a new payment method or update the existing one. See Accepted payment methods for the options.
Make sure that in any scenario you reach out to customer service to make sure we can keep an eye out for you.
The recommendation closes by itself as soon as the payment has gone through. This happens right away, for this domain and for every domain that shares the subscription. You don't need to wait for a scan.
Common questions
Does my banner keep working while the payment is open?
Not indefinitely. After a failed payment and a grace period, the banner stops showing on your website. The browser console then shows "Using Consent Studio requires an active subscription or trial". See My consent banner has stopped showing.
You are more than welcome to, under good faith, ask our customer service to insert a fallback trial period so that your consent banner will not stop working while we work to resolving the matter. We’re here to help!
Someone else handles our invoices. Can they fix this?
Yes. Invite them as a billing user, see Inviting a billing user.
Can I dismiss it?
Yes, but it comes back after 5 days as long as the payment is still open.
Still unsure? Contact us and include your domain.
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