Payment declined or card failed
If a payment for your plan or for usage credits does not go through, update the card in Settings › Billing, then try again. Most declines come from the card issuer, for example because of an expired card, a spending limit, or a security check that needs your approval.
Signs that a payment failed
| Where | What you see |
|---|---|
| Buying usage credits | A “Couldn’t complete payment” or “Couldn’t buy usage credits” notice. Nothing was charged. |
| Syntic Code | ”Your payment didn’t go through. Please update your billing to keep using Syntic Code.” once per session, with the time left before access stops. |
| Buying API credit | ”Your last plan payment didn’t go through. Once it’s paid, you can buy API credit again.” with an Update billing button. |
| Plan no longer active | ”Your plan isn’t active. Please update your billing to use Syntic Code.” in Syntic Code, or a 403 plan_required error from the API. |
Update your card
Open billing
Go to app.syntic.ai, then Settings › Billing. Only organization owners and admins can change billing.
Change the card
Next to the card on file, choose Update (or Add card if there is none). Enter the new card details in the window that opens and save.
Try again
Retry the purchase, or wait for the plan payment to be retried. In Syntic Code, send your message again once billing is fixed; there is no need to sign in again.
Common reasons a card is declined
| Reason | Fix |
|---|---|
| The card expired or the number changed | Add the new card. |
| Not enough funds or credit | Use another card, or contact your bank. |
| Your bank wants to confirm the payment | Watch for a confirmation step in the payment window or your banking app, and approve it. |
| International or online payments are blocked | Ask your bank to allow online payments to Syntic. |
| A company card has a merchant limit | Ask your finance team to raise or remove it. |
We do not see why your bank declined a card. If the reason is unclear, your bank can tell you. Never send card numbers to Syntic support.
If you were charged but see an error
Check Settings › Billing for the latest invoice before you try again, so you are not charged twice. If a charge appears that you did not expect, see Invoice questions.