My Payment Failed — What Happens Next?

At a Glance

If a subscription payment fails, you will receive an email notification and the system will automatically retry. Repeated failures will eventually lead to cancellation, but you can re-join at any time.

What Happens When a Payment Fails

Your subscription renews automatically, and the system charges the card on file each time.

• Monthly subscriptions renew automatically each month. The payment is taken on your renewal date without prior notice.
• Yearly subscriptions also renew automatically. You will receive an email reminder a few days before your renewal date, giving you time to update your details or make any changes.

If a payment does not go through, you will receive a system-generated email to let you know. The system will then attempt to charge your card again a few more times — you will get an email notification each time a retry fails.

Common Reasons for a Failed Payment

• Your card has expired or has been replaced
• There are insufficient funds on the card
• Your bank requires additional authentication (such as 3D Secure verification) — in this case, please contact your bank directly to authorise the payment

How to Update Your Card Details

If you need to update the card on file, you can follow the steps in our guide: counsellingtutor.com/updating-your-card.

If that guide does not cover your specific situation, please email us and we will help you directly.

What If the Payment Keeps Failing?

After multiple unsuccessful attempts, your subscription will be automatically cancelled and you will receive a confirmation email.

There is no need to worry — you are always welcome to re-join when you are ready, and your previous progress and certificates will still be associated with your account.

Still Need Help?

Our support team is always on hand if you get stuck.

Email us at support@counsellingtutor.com and we will be happy to help.