This article helps you resolve the most common payment issues on Waalaxy:
VAT-related errors
3D Secure authentication failures
Inactive payment button
SEPA processing delays
Changing your payment method
If you encounter an error or get stuck during checkout, follow the solutions below.
VAT Number Not Being Applied
Even if you have added a valid VAT number to your account, VAT may still be charged during checkout.
👉 This behavior is normal: VAT is not automatically deducted from the amount displayed on the checkout page.
How to recover VAT
Complete the payment including VAT
Submit a VAT refund request through your local tax authority
💡 Good to know
Adding your VAT number to your account only allows:
VAT to no longer appear on future invoices issued after the update
Your tax information to be updated for future billing cycles
⚠️ It is not possible to add a VAT number retroactively to an invoice that has already been issued.
Make sure your VAT number is saved before your next billing date.
Country or VAT Validation Errors
If you encounter an error when entering your country or VAT number, or if an option is missing from the dropdown menu:
Recommended solutions
Refresh the page and try again
Try another browser (Chrome recommended)
Disable browser extensions that may block the form:
Ad blockers
Privacy extensions
Script blockers
If the issue persists, contact support.
👉 Our team can update the information manually.
3D Secure (3DS) Authentication Failure
3D Secure is an additional security step requested by your bank during payment.
If the authentication window does not appear, displays an error, or consistently fails, try the following solutions:
Check that pop-ups are not blocked
Try using a private/incognito window
Verify with your bank that 3D Secure is enabled on your card
Try another bank card
If the issue persists, contact your bank.
👉 They may be able to manually authorize the payment.
Inactive or Unclickable Payment Button
If the payment or confirmation button is grayed out or unresponsive:
Check that all required fields are completed
Try another browser
Disable browser extensions
Try from another device or internet connection
If none of these solutions work, contact support and include a full screenshot showing the issue.
👉 Our team will help you complete the payment.
SEPA Payment Delays
SEPA direct debit payments (available only for European residents) require a longer processing time than card payments.
Processing may take up to 14 days.
During this period
Your subscription may appear:
“Pending”
Or temporarily inactive
You will not be charged twice.
👉 This status is normal while the payment is being validated.
If your account is still not activated after 5 business days, contact support.
Change Payment Method
If your current payment method repeatedly fails, you can add a new one.
Add a new payment method
Go to “Settings” > “Invoices”
In the “Next payment” section, click “Manage billing information”
👉 A new page opensIn the “Payment method” section, click “+ Add a payment method”
👉 A new page opensEnter your new payment method:
Credit or debit card
Or SEPA direct debit (European residents only)
Click “Add” to confirm the changes
👉 The new payment method will automatically become the default payment method.
💡 Good to know
If several payment methods are already saved and you simply want to set another one as default:
Go to the “Payment method” section
Click the three dots to the right of the desired payment method
Click “Set as default”
⚠️ It is not possible to remove a payment method used for an active subscription.
👉 As long as the subscription remains active, this payment method must stay registered.
To replace it:
Add the new payment method
Set it as the default payment method
Remove the old payment method
Accepted Payment Methods
Waalaxy only accepts:
Credit and debit cards
SEPA direct debit (European residents only)
⚠️ These are the only payment methods supported for recurring subscriptions.