Troubleshooting failed payments and card issues
Last updated: March 10, 2026
Context
Payment failures are one of the most common support issues. Sync uses Stripe for all payment processing, which means card declines, international transaction blocks, and expired cards are handled through Stripe's infrastructure. This guide covers the most frequent payment problems and how to resolve them.
Common payment errors
| Error message | Likely cause | What to do |
|---|---|---|
| “Unable to process payments. Please verify your details” | Card declined by issuing bank, or card details entered incorrectly | Verify card number, expiration, and CVC. Contact your bank to check if international transactions are blocked (Stripe processes through US-based infrastructure). |
| “Failed to automatically pay your invoice” | Saved card on file was declined during automatic billing | Go to sync.so/billing/subscription → Manage billing to update your card. Stripe retries for 5 days before cancelling. |
| Payment goes through but subscription not active | Processing delay between Stripe and Sync | Wait 5–10 minutes and refresh the page. If still inactive after 30 minutes, email [email protected] with your payment confirmation. |
| Charged but no access to features | Unpaid usage invoice blocking account | Check for outstanding invoices at sync.so/billing/subscription. Pay any outstanding balance first. |
For users in India and other countries
Some banks in India, Brazil, and other countries require additional authentication (3D Secure / OTP) for international transactions. If your payment keeps failing:
- Use a card that supports international online transactions.
- Contact your bank to pre-authorize the charge.
- Try a different payment method (some virtual cards or international debit cards work better).
- If all else fails, email [email protected] — the team may be able to provide an alternative payment link.
Updating your payment method
- Go to sync.so/billing/subscription.
- Click Manage billing — this opens the Stripe customer portal.
- Under Payment methods, add a new card or update the existing one.
- If you have an unpaid invoice, retry the payment after updating your card.
Still seeing issues?
If the problem persists after trying the steps above, email [email protected] with your account email and the exact error message displayed. The support team can investigate the charge on Stripe's end and resolve it manually.
Related docs: Billing • Troubleshooting