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Why are my Subscription payments failing?

Symptoms

  • I have received an email stating that my subscription has not been paid this month
  • My Subscription has been suspended
  • I cannot use my Unity Pro subscription

Causes

If your subscription payments are failing, it will generally be to do with the credit card you are using. For example, your card may have reached its credit limit.

It may also be that there is a general banking error with your card and that you have to contact your bank to assist you with this issue. In rare cases, your card details may be invalid, or that your card has flagged a high fraud score when processing the payment.

Resolution

For licenses purchased before 28th June 2016, please see below.

Firstly, please ensure that you have entered the correct information into your subscription billing details. The details we have must match what the bank has on record exactly. Please pay particular attention to the format of these things:

  • Address
  • Account Name

If you need to update your card details, or wish to try a different card, please follow this process:

1. Go here
2. Log in to the account attached to the subscription
3. Go here
4. Click "My Account"
5. Click billing details
6. Change details and save.

If you are still having trouble with your monthly subscription payment, please contact Support here.

We can help in determining the exact error for failed payment. Please provide them with your subscription serial number, an Invoice or your purchasing e-mail address.

Once the situation is rectified, you will be able to prompt automatic payment again by using the update button under the billing details tab of your account.

More Information

Please see out FAQ section on subscriptions here.

 

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