If you're trying to pay for a TIQ subscription plan or add-on, and your payment was declined, it could be because the payment method is invalid, the billing details were entered incorrectly, or there's an issue with your bank. Use this guide to help troubleshoot your payment issue.
If the situations below don't apply to you:
- For issues with renewal payments, see why did my renewal payment fail?
- If your payment isn't processing and you don't see a message with more information, it could be an issue with your web browser (Chrome, Safari Edge, Firefox, etc.)
Unaccepted payment method
Ensure you're using a card we accept for payments. See the accepted payment methods for TIQ Billing.
Invalid card number
If your card number is incorrect, a red warning will display. Check your card number for errors and try again.
Error message: Purchase error
A pop-up message saying Purchase error will appear when your bank's authorization request fails. Only banks located in the European Economic Area (EEA) will request you authorize the payment as part of Strong Customer Authentication (SCA).
You can ensure that your credit card information is correct by clicking Edit card in the pop-up message. If the credit card information is correct, click Try again and watch for the authorization request from your bank to complete the purchase.
Error message: Subscription failed
A message saying Subscription failed will appear when a charge is denied by the bank. This can happen for two reasons:
If the expiration date or CVC code is incorrect, your bank will deny the charge. Correct the information, and the issue should resolve.
If your card number, expiration date, and CVC are all correct, then your bank is denying the charge for another reason.
Due to banking regulations, Squarespace may decline charges to Verified by Visa, MasterCard with SecureCode, and Maestro cards.
Contact your bank with the date and time you tried to make a charge to either Squarespace Inc. (if you're based in the United States) or Squarespace Ireland Ltd. (if you're outside of the United States). After resolving any issues with your bank, try the payment again.
JCB, Discover, and Diners Club cards can only be charged in USD.