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Why did I get an e-mail saying my payment couldn't be processed?Updated a month ago

If we’re unable to process your payment, you’ll either receive an automatic alert or our Customer Service team will reach out to you directly.

Even if you've had a subscription with us for a long time, payment issues can still happen. The most common reasons for payment errors are simple to fix, such as needing to update your billing address or your credit card expiring.

To update your card, or billing address, or switch to a different payment method, please see our guide here.

Occasionally, we also see card decline errors. This can happen for various reasons. When we send a payment request, your bank’s automated system decides whether to approve the charge. These systems are always changing, so a card that worked before may be declined later. Even if your card details are correct and your previous payments went through without issue, your bank’s fraud detection system may still reject the transaction.

Since decline notifications are generic, we don’t receive specific reasons for the payment failure.

If you’ve double-checked your card details and confirmed your account balance is sufficient, we recommend contacting your bank directly. You can find their contact number on the back of your card. Ask them to provide more details about the decline and request that they allow future charges from Austin and Kat (Chilled Black Dog). 

Please note, only the account holder can make this request, so we are unable to contact the bank on your behalf.

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