1 Common Payment Issues
Payment issues can occur for various reasons, from temporary card declines to bank restrictions. Most issues can be resolved quickly by following the troubleshooting steps below.
Declined Cards
Card rejected by bank or payment processor
Failed Payments
Transaction started but didn't complete
Pending Payments
Payment processing but not confirmed
Refund Requests
Questions about refunds and credits
2 Declined Card Solutions
Card declines are the most common payment issue. Here are the typical reasons and how to resolve them:
Insufficient Funds
Most CommonYour card doesn't have enough available balance for the transaction.
Card Expired
The expiration date on your card has passed.
Incorrect Card Details
The card number, expiration date, or CVV was entered incorrectly.
Bank Security Block
Requires ActionYour bank flagged the transaction as potentially fraudulent and blocked it.
International Transaction Block
Some banks block international transactions by default for security.
Daily Limit Exceeded
You've reached your card's daily spending limit.
3 Failed Payment Recovery
If a payment fails during processing, your subscription may be affected. Here's how to recover:
Check Your Subscription Status
Visit your Subscriptions page to see your current subscription status. If the payment failed, you may see a "Past Due" or "Payment Required" notice.
Update Payment Method
Go to Subscriptions and update your payment method if needed. Ensure your card details are current and the card is active.
Retry the Payment
Our system will automatically retry failed payments. You can also manually retry by visiting the Billing page and clicking "Retry Payment" if available.
Check Payment History
Review your Payment History to see the status of all transactions and identify any issues.
4 Pending Payment Status
Sometimes payments may show as "pending" for a period of time. Here's what this means and what to do:
Normal Processing Time
Most payments complete within seconds to a few minutes. However, some banks may take longer to process, especially for first-time transactions.
Typical: 1-5 minutesBank Verification
Your bank may hold the transaction for additional verification, especially for new merchants or larger amounts.
Typical: Up to 24 hoursPayPal Pending
PayPal payments may show as pending if you're using an unverified account or if the payment requires additional review.
Typical: 1-3 business daysWhat To Do If Payment Stays Pending
- Wait at least 30 minutes before taking any action
- Check your email for any verification requests from your bank or PayPal
- Log in to your bank or PayPal account to check the transaction status
- If still pending after 24 hours, contact our support team
- Do NOT attempt to make another payment while one is pending
5 Refunds & Credits
Understanding our refund policy and how to request refunds when applicable.
Refund Policy Summary
- Subscriptions can be canceled at any time
- Cancellation takes effect at the end of the current billing period
- Unused time is not prorated for standard cancellations
- Duplicate charges are always refunded
- Technical issues preventing service use may qualify for credits
Refund Eligibility
Eligible for Refund
- Duplicate or accidental charges
- Charges after cancellation was requested
- Extended service outages (credit)
- Billing errors on our part
Not Eligible for Refund
- Change of mind after purchase
- Unused subscription time
- Tokens already allocated to regions
- Third-party payment processor fees
How to Request a Refund
If you believe you're eligible for a refund, please contact our support team with:
- Your account email address
- Transaction date and amount
- Reason for the refund request
- Any relevant screenshots or documentation
6 Billing & Invoice Issues
Common billing questions and how to resolve invoice-related issues.
I was charged the wrong amount
Check your subscription plan and any add-ons on your Subscriptions page. If the charge doesn't match, contact support with your invoice details.
I don't recognize a charge
Charges will appear as "PogoAlerts" or "POGOALERTS" on your statement. Check your Payment History to match the date and amount.
I need an invoice for my records
Invoices are automatically generated for all payments. Access them from your Payment History page or through the Stripe/PayPal customer portal.
My subscription renewed unexpectedly
Subscriptions auto-renew unless canceled. You can cancel anytime from your Subscriptions page, and access continues until the end of your billing period.
I was charged after canceling
If you were charged after submitting a cancellation request, contact support immediately. This may be a timing issue with the billing cycle or require a refund.
7 Payment Provider Issues
Stripe Issues
3D Secure Authentication Failed
Some cards require additional authentication. If the popup doesn't appear or fails, try disabling popup blockers or use a different browser.
Card Not Supported
We accept Visa, Mastercard, American Express, and Discover. Prepaid cards and some regional cards may not be supported.
Update Card Details
Visit Subscriptions and click "Manage Billing" to access the Stripe portal where you can update your card.
PayPal Issues
PayPal Account Not Verified
PayPal may require account verification for recurring payments. Log in to PayPal and complete any verification steps.
PayPal Balance Insufficient
Ensure your PayPal balance or linked funding source has sufficient funds for the subscription amount.
Cancel PayPal Subscription
To cancel a PayPal subscription, you must cancel both on PogoAlerts AND in your PayPal account under Settings > Payments > Manage Automatic Payments.
8 Still Need Help?
If you've tried the troubleshooting steps above and still have payment issues, our support team is here to help.
- Your account email address
- Date and approximate time of the payment attempt
- Error message received (if any)
- Payment method used (Stripe/PayPal)
- Last 4 digits of card (if applicable)