Billing Problems

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  1. I have an issue or a question about my payment. What should I do?
  2. I was notified about the problem with subscription prolongation
  3. What will happen if you cannot charge my credit card for some reasons?
  4. I get AVS check error when trying to upgrade my account. What should I do?
  5. I got "General Decline of the card. No other information provided by the issuing bank" error. What should I do?

I have an issue or a question about my payment. What should I do?

Please contact our team at billing@ecwid.com and we will help you. Please include a link to your store and your Store ID in your request.

I was notified about the problem with subscription prolongation

Don't panic. Your subscription is still active—the storefront and control panel work as usually during the grace period. All products, categories and other store settings were not changed. 

— Do you know how to fix the problem with the subscription?

— Yes, I made the required changes. Please, try to charge me again

Our system tries to charge you every 12 hours during next 7 days. If the problem with the subscription was solved less than 12 hours ago, please, wait.

12 hours after undertaken action go to Ecwid control panel → My profile → Billing and Plans page to make sure that your subscription was prolonged. Check the "Paid Through" date to make sure that one month (or year) was added to your subscription.

No, I need help to solve the problem with the subscription. Common Errors

Our payment gateway Braintree always informs Ecwid about issues with any Ecwid merchant subscription. Ecwid, in turn, sends information about a problem with the subscription to the customer via email and displays an alert message in the Ecwid Control Panel → Your name in the upper right corner  → Billing and Plans.

Find the list of errors and how to fix it below:

Error Description Recommended action
The authorization request was approved by the issuing bank but declined by CyberSource because it did not pass the AVS check The Address Verification System (AVS) is a system used to verify the address of a person claiming to own a credit card. The system will check the billing address of the credit card provided by the user with the address on file at the credit card company. If you get the AVS check error, it means that you entered the address that did not match the on file at the credit card company. You need to enter the billing address associated with your credit card when registering a new card for the subscription. If you have trouble locating the right address, you can contact your bank to detail this information.
General decline of the card. No other information provided by the issuing bank This error means that payment has been approved by Braintree (our payment gateway), but has been declined by your bank. This kind of problem can be solved on the issuing bank side only. Please, contact with your bank to detail this information. As a temporary workaround, you can use another payment card for your subscription.
Expired card This error means that card that was used for subscription is expired Most probably, your bank issued a new card for you already. You just need to update expiration date for your card. How to update the subscription info?
Insufficient funds in the account This error means that you don't have enough funds for subscription prolongation Top up card balance and wait 12 hours. Your subscription will be prolonged automatically
Stolen or lost card This error means that issuing bank marked card assigned to your subscription as "Stolen". This card was blocked and no transaction can go through anymore. You need to use another card for your subscription. How to update credit card details in your subscription?
Invalid account number This error means that payment was declined by CyberSource. No details provided You need to use another card for your subscription. How to update credit card details in your subscription?
General decline by the processor This error means that payment was declined by CyberSource. No details provided You need to use another card for your subscription. How to update credit card details in your subscription?
Another error was received Please, email us about it to billing@ecwid.com

What will happen if you cannot charge my credit card for some reasons?

If the next charge of your credit card fails, Braintree will send you an email with a warning. After that, Braintree will try to charge your card again each 12 hours during next 8 days or until the payment proceeds.

If this attempt fails too, on the 9th day Ecwid will cancel your subscription and downgrade your account to the Free plan. It's highly recommended that you contact our team at billing@ecwid.com if you get a warning message and don't know its exact cause.

I get AVS check error when trying to upgrade my account. What should I do?

The Address Verification System (AVS) is a system used to verify the address of a person claiming to own a credit card. The system will check the billing address of the credit card provided by the user with the address on file at the credit card company.

If you get the AVS check error, it means that you entered the address that did not match the one on file with the credit card company. You need to enter the billing address associated with your credit card when registering a new card for the subscription. If you have trouble locating the right address, you can contact your bank to detail this information.

I got "General Decline of the card. No other information provided by the issuing bank" error. What should I do?

The general decline of the card error means that payment has been approved by our payment gateway, but has been declined by your bank. This kind of problem can be solved on the issuing bank side only. Please, contact with your bank to detail this information. 

As a temporary workaround, you can use another payment card for your subscription.

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