Step 1: Add a New Payment Method
First, you must register a new valid payment method in your account.
- Open the notification email informing you that your subscription could not be processed.
- Click the secure link ("Access payment") that appears in the email. This link will take you directly to your subscription page.
- Go to the Payment Method section and select the Edit option.
- The system will notify you that a secure link has been sent to your email address to update the details.
- Open the new email you have received and click the "View payment information" button.
- You will be redirected to the secure form. Enter your new card or payment method details and save the changes by clicking "Update card".
Note: This new added method will be used for future charges on your subscription.
Step 2: Remove the Previous Credit Card
Once you have added the new card, you must delete the one that is failing.
- Go to your User Profile (you can access it by opening the menu from your initial or name in the top right corner).
- Look for the payment methods section.
- Select the option to remove the previous credit card that is causing the payment error.
Step 3: Transfer Recurring Charges
When you try to remove the previous card, a pop-up window will appear.
- The system will indicate that you must replace the payment method to receive future orders and transfer pre-authorized charges.
- Select the new card you added in Step 1 from the dropdown menu.
- Confirm the action by clicking the "Remove and replace" button.
Step 4: Reactivate the Subscription
After completing the previous steps, return to your subscription page.
- Refresh or update the page in your browser.
- Verify that the new updated card now appears in the Payment Method section.
- Finally, click the "Reactivate my subscription" button to restore your service immediately.