This article explains what happens when a payment for your ProBackup subscription does not go through, and how to get it paid.
Why a card is declined
The most common reasons are an expired or replaced card, a spending limit on the card, and a bank that blocks repeated attempts on the same amount. Your card issuer decides this, so the message you see in ProBackup is only the result they returned.
How we let you know
We email the admin, the billing email address, invited users and the accounts connected to your apps. The invoice is attached as a PDF.
If a phone number is saved in your profile, you also get a text message.
When you sign in, a Payment Issue Detected pop-up asks you to update your payment method.
Each new failed attempt sends a more urgent email, ending with a final warning before the account is closed.
How to get the payment through
Saving a new payment method triggers another attempt to pay the newest open invoice.
Ask your bank or card provider to allow the amount and the merchant.
In the Billing card, next to Payment Method, click Change Payment Method and enter the card details again. The same card is fine. (In the Payment Issue Detected pop-up, the button is called Update Payment Method.)
ProBackup then immediately tries to charge the open invoice again with that card. The invoice stays open until a payment succeeds.
Note: Unpaid invoices are not shown in Invoice History; it only lists invoices that have been paid. Use the PDF from the payment email if your finance team needs the invoice.
If your subscription is billed by invoice
Some accounts are set to pay by invoice instead of by card. Follow the payment instructions on your invoice. Before adding or changing a card, contact us if you want to keep paying by invoice: saving a payment method can trigger a charge for an open invoice.
If the payment keeps failing
When the final attempt fails, your subscription is cancelled and you receive the email Your ProBackup Account Has Been Closed. Your backups stop, and your backed-up data is permanently deleted 10 days later.
Mail us before that happens if you need more time, and mention the invoice number. Contact details are in How to contact support.