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Payment & Credit Issues

Money matters can be stressful, especially when something doesn't work as expected. This guide helps you troubleshoot payment and credit issues with Valid Email Checker.

Payment Failed at Checkout​

Your payment didn't go through during the checkout process.

Common Causes​

Card-related issues:

  • Insufficient funds
  • Card expired
  • Incorrect card details
  • Card blocked for online purchases
  • International transaction blocked

Technical issues:

  • Browser blocked the payment popup
  • Connection interrupted during payment
  • Session timed out

How to Fix It​

Check your card first:

  1. Verify you entered the correct card number, expiration, and CVV
  2. Make sure the card has sufficient funds
  3. Check if your card is enabled for online/international purchases
  4. Try a different card if available

Try these technical fixes:

  1. Refresh the page and try again
  2. Use a different browser
  3. Disable ad blockers or privacy extensions temporarily
  4. Clear your browser cache

Contact your bank:

If everything looks correct on your end, your bank may have blocked the transaction. Give them a call—they can often approve it while you're on the phone.

Credits Didn't Appear After Payment​

You completed payment but your credit balance didn't update.

Don't Panic—Check These First​

1. Wait a moment

Credit allocation usually happens instantly, but occasionally takes 1-2 minutes. Refresh your dashboard page after waiting.

2. Check your email

Look for a payment confirmation email. If you received one, the payment was successful and credits should appear shortly.

3. Check transaction history

Go to your account settings or billing area to see if the transaction is recorded.

4. Hard refresh your browser

Sometimes your browser shows a cached (old) credit balance. Try:

  • Pressing Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)
  • Logging out and back in
  • Clearing browser cache

If Credits Still Don't Appear​

Check your payment method:

  • Was the charge actually processed? Check your bank or card statement
  • Was it pending? Some payments take time to fully process

Contact support@validemailchecker.com with:

  • Your account email
  • Payment confirmation or transaction ID
  • Approximate time of purchase
  • Amount paid

We can verify the payment and manually add credits if there was a system issue.

"Please Select a Plan and Payment Method"​

You're trying to purchase but seeing this error.

How to Fix It​

Make sure you've completed both steps:

  1. Select a credit plan - Click on one of the available packages (PAYG or Monthly)
  2. Select payment method - Choose Card or Crypto

Both selections are required before the purchase button becomes active.

Subscription Purchase Blocked​

You're trying to buy a monthly subscription but can't complete the purchase.

"Cannot Purchase Monthly Subscription" After Cancellation​

If you recently cancelled a subscription, there's a processing period before you can start a new one.

What to do:

  • Wait for the cancellation to fully process (usually until end of current billing period)
  • Purchase PAYG credits in the meantime if you need them urgently
  • Contact support if you need to restart your subscription sooner

"Cannot Purchase During Grace Period"​

After cancelling, you remain on your current plan until the end of the billing period (grace period). During this time, subscription changes are limited.

Your options:

  • Reactivate your current subscription (keeps your plan)
  • Upgrade to a higher plan
  • Wait until the grace period ends to purchase a different plan
  • Purchase PAYG credits (not affected by grace period)

Subscription Reactivation Failed​

You tried to reactivate a cancelled subscription but got an error.

Why This Happens​

  • Original payment method is no longer valid
  • Card expired since cancellation
  • Bank declined the charge
  • Technical issue during processing

How to Fix It​

  1. Check your payment method - Update your card if it's expired or changed
  2. Try again - Sometimes it's a temporary issue
  3. Contact support - If the error persists, we can help troubleshoot

"Price Calculation Mismatch"​

This error appears during subscription upgrades when the displayed price doesn't match our calculation.

Why This Happens​

Prices can change between when you loaded the page and when you clicked purchase. This safeguard prevents you from being charged an unexpected amount.

How to Fix It​

Simply refresh the page and try again. The new price will be recalculated with current values.

If you keep seeing this error after refreshing, clear your browser cache or try a different browser.

Auto-Refill Not Working​

You enabled auto-refill but it didn't trigger when you ran low on credits.

Check Your Settings​

Go to Buy Credits → Configure Auto-Refill and verify:

  1. Auto-refill is enabled - The toggle should be on
  2. Threshold is set correctly - This is the credit balance that triggers a refill
  3. Refill amount is set - How many credits to purchase
  4. Payment method is valid - Your saved card must be current

Common Reasons Auto-Refill Doesn't Trigger​

Threshold not reached: Auto-refill only triggers when your balance drops below the threshold. If your threshold is 100 and you have 150 credits, it won't trigger yet.

Payment method expired: If your saved card expired, auto-refill can't process. Update your payment method.

Monthly limit reached: There's a limit on how many auto-refills can occur per month to protect against runaway charges. If you've hit this limit, auto-refill pauses until next month.

Recent refill cooldown: To prevent duplicate charges, there's a brief cooldown between auto-refills.

Auto-Refill Payment Failed​

Auto-refill tried to charge your card but the payment was declined.

What Happens When Auto-Refill Fails​

  1. First failure: We'll notify you and retry automatically
  2. Second failure: Another notification and retry
  3. Third failure: Auto-refill is disabled to prevent continued failed charges

You'll Receive an Email​

We send email notifications for each failure explaining what happened and what to do next.

How to Fix It​

  1. Update your payment method - Go to your billing settings and update your card
  2. Re-enable auto-refill - After three failures, you'll need to turn it back on manually
  3. Consider why it failed - Card expired? Insufficient funds? Fix the underlying issue

Crypto Payment Issues​

Paying with cryptocurrency and running into problems?

Payment Not Confirmed​

Crypto payments require blockchain confirmations, which can take time:

  • Bitcoin: 10-60 minutes typically
  • Other coins: Varies by network

If your payment shows as pending, wait for network confirmations. Credits are added once the payment is confirmed.

Sent Wrong Amount​

Crypto payments require exact amounts. If you sent too little, the payment may not process.

What to do:

  • Check the payment status in your transaction history
  • Contact support with your transaction ID and wallet addresses

Payment Expired​

Crypto payment windows have time limits. If you didn't complete the payment in time, you'll need to start a new checkout.

Incorrect Charge Amount​

You were charged a different amount than expected.

Possible Explanations​

Subscription proration: When upgrading plans mid-cycle, you're charged a prorated amount (partial month), which may look different than the full plan price.

Currency conversion: If your card is in a different currency, your bank may add conversion fees.

Tax: Depending on your location, taxes may be added to the base price.

If It's Still Wrong​

Contact support@validemailchecker.com with:

  • Your account email
  • Transaction ID or payment confirmation
  • Expected amount vs charged amount
  • Screenshot of the charge

We'll investigate and correct any errors.

Subscription Not Renewing​

Your monthly subscription should have renewed but didn't.

Check Your Subscription Status​

Go to Account Settings → Billing & Payments → Subscription to see:

  • Is your subscription active or cancelled?
  • What's your renewal date?
  • Is your payment method valid?

Common Causes​

Payment failed: The renewal charge was declined. Check your email for notifications.

Subscription cancelled: You may have cancelled and forgotten. Check your subscription status.

Card expired: Your payment method may have expired since you subscribed.

Fix It​

Update your payment method and contact support if your subscription should have renewed but didn't. We can help reactivate it and restore your credits.

Refund Status Unknown​

You requested a refund but haven't heard back or seen it processed.

Refund Timeline​

  • Response: Within 24-48 hours
  • Processing: 5-10 business days after approval
  • Bank posting: Additional 3-5 days depending on your bank

Check Your Email​

We send confirmations when refunds are approved and processed. Check your inbox and spam folder.

Still Waiting?​

If it's been more than 10 business days since your refund was approved, contact support@validemailchecker.com with your original refund request date and we'll investigate.

Invoice or Receipt Needed​

Need documentation for your purchase?

Accessing Invoices​

You can find your invoices in your account settings under the billing or invoices section. Each purchase generates an invoice you can download as PDF.

Need Something Specific?​

If you need a custom invoice format or additional documentation for accounting purposes, contact support@validemailchecker.com with your requirements.

Need More Help?​

Payment issues can be frustrating. If the solutions above don't resolve your problem, we're here to help.

Contact our support team:

When contacting us about payments, please include:

  • Your account email
  • Transaction ID or payment confirmation
  • Date and amount of the transaction
  • Specific error message (screenshots help)
  • What you've already tried

We take payment issues seriously and will work to resolve them quickly.