My payment is not going through. What should I do?
If your V1CE payment isn't going through, the most common cause is that your bank or Stripe (V1CE's payment processor) is blocking the card. Try a different card first. That resolves the majority of cases. If that doesn't work, contact V1CE support with your account email and the team will investigate from V1CE's side and come back to you with the cause and the options available.
Try this first
Before contacting V1CE, try the quick fixes that resolve most payment failures:
Try a different card. A different debit or credit card usually goes through if the first one is being blocked.
Check with your bank. Banks often block international purchases (V1CE bills from the UK) as a fraud-prevention measure. Call your bank, confirm you are making a legitimate V1CE purchase, and ask them to allow it.
Check your billing details. Make sure the name, address, and card details you entered match exactly what your bank has on file. Even small mismatches can cause a decline.
Check your card hasn't expired.
Common reasons V1CE payments fail
Stripe is blocking the card
V1CE processes payments through Stripe. If Stripe flags a transaction as risky, it blocks the charge. This is the most common cause when a card that normally works elsewhere doesn't work on V1CE. V1CE cannot override a Stripe block from V1CE's side. The resolution is either a different card, or a discussion with your bank to remove the flag.
Your bank declined the payment
Banks decline payments for security reasons, like large amounts, international purchases, or unusual activity. Call your bank, confirm the V1CE purchase is legitimate, and ask them to authorise it. Then retry.
Billing details don't match
If your billing name or address doesn't match what your bank has on file, the bank may decline the charge. Update either the V1CE billing details or your bank's on-file address to match.
Your card has expired
Check the expiry date. If your card has expired, use a different card.
"Product no longer available" message
If you see a "product no longer available" message at checkout, the specific plan or offer you're trying to purchase may have changed. Contact V1CE support. The team will point you to the current equivalent.
If a different card doesn't work, V1CE will investigate
If you've tried a different card and your payment still won't go through, contact V1CE support with your account email and a short note saying the payment is failing. V1CE doesn't troubleshoot payment issues live in chat. Instead, the team will:
Investigate your account and the payment attempts on V1CE's side
Check Stripe's logs to find out exactly why the charge was blocked
Come back to you by email with the cause and the options
If V1CE confirms the card is being blocked by Stripe and there's no fix on V1CE's side, the team will offer alternatives: try a different card, or use V1CE ClientCapture OS on the Free Forever tier (which includes most features without requiring payment).
How to update your payment method
To update the payment method on your V1CE account:
Log in at app.v1ce.co
Go to Settings, Manage Subscriptions, Billing
Click Update Payment Method
Enter your new card details
Save
My subscription auto-renewal payment failed
If your legacy V1CE Plus subscription auto-renewal failed, the affected link may temporarily lose Plus features until the payment succeeds. Update your card in Billing as above. V1CE will retry the charge on its own. If it still fails after a retry, contact V1CE support with the link name and the team will look into it.
I was charged on the wrong card
V1CE cannot change the card used for a payment that has already gone through, or transfer a charge from one card to another. If you want to use a different card going forward, update your payment method in Billing (see above). Future charges will use the new card. For the existing charge, the only option is to cancel the order and place a new one with the correct card.
Which payment methods does V1CE accept?
V1CE uses Stripe for payment processing. It's secure and widely accepted. V1CE accepts Visa, Mastercard, and most major credit and debit cards. If you're paying from outside the UK, make sure your card is enabled for international payments.
Still need help? Start a chat with our team and we'll sort it out.