It happens to everyone eventually. For whatever reason, the card you used to pay for your session didn't go through on the site and needs reprocessing. This is a very easy fix.
If you are a GM looking for how to add your bank account for payouts, please check out this FAQ article!
How to Update Your Payment Method:
Go to your Account Settings
Click on Payment
Under Payment method, enter in your:
New card number
Expiration date
CVC/CVV
Click Save
Frequently Asked Questions
Can I delete a card on file?
A payment card is required to remain on your account while you're a StartPlaying player. This is because joining games requires a card on file, and it's also used for identity verification to keep the community safe.
However, we understand you may want to remove a specific card. Here's what you can do:
Replace your card: You can swap your card for a new one at any time via Account Settings → Payment. Just enter your new card details and click Save.
Request a card removal: If you'd like a specific card removed entirely, contact support via the chat below and provide the last 4 digits of the card you'd like removed. Our team can remove it from your account on their end.
Your card details are stored securely through Stripe, the same payment processor used by Amazon, Google, and Zoom. StartPlaying never has direct access to your full card number.
Do I need to have a card on file?
Yes, all players need to have a card on file. This is not only to pay for games, but for identity verification to prevent bad actors and spammers.