Failed Payment: What to Do

If a payment for your Speako subscription or a top-up minute package fails, don't panic — here's what to check and how to resolve it.

Why payments fail

Common reasons for a failed payment:

  • Your card has expired.
  • There were insufficient funds at the time of the charge.
  • Your bank declined the transaction (sometimes triggered by an unusual charge pattern).
  • Your card details have changed (e.g. a new card number after replacing a lost card).
  • The billing address on file doesn't match your bank's records.

How you'll be notified

When a payment fails, Speako sends a notification. You'll see a Billing category notification in your Notification Center. The Billing page may also show an alert or a change in your subscription status.

Steps to resolve

Step 1: Check the notification Go to Dashboard → Notifications, filter by Billing, and read the notification to understand what failed and when.

Step 2: Update your payment method Go to Dashboard → Billing and click Manage on the Payment Method card. This opens the secure payment portal where you can:

  • Update your card details.
  • Add a new card.
  • Remove the failing card.

Step 3: Retry the payment After updating your payment method, Speako's payment processor may automatically retry the failed charge. If it doesn't retry automatically, contact support to request a manual retry.

Step 4: Confirm your subscription is active Return to the Billing page after the payment succeeds. Confirm your plan shows as active (not suspended or past due). Your services should resume normally.

What happens to your service during a payment failure?

  • Subscription renewal failure: If your monthly or annual plan renewal payment fails, your account may enter a grace period. Speako will attempt to retry the payment. If multiple retries fail, your subscription may be suspended and Voice AI may stop answering calls.
  • Top-up package payment failure: If the package purchase fails, the minutes are not added. Retry the purchase after updating your payment method.

⚠️ Important: Don't wait to act on a failed payment notification. The longer a failed payment remains unresolved, the greater the risk of service disruption. Resolve it within 24–48 hours.

💡 Tip: If your bank regularly blocks subscription charges from new providers, consider setting up a pre-authorisation or adding Speako to your card's trusted merchants list via your bank app.