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wix Wix Team

The initial or renewal payment for your Wix domain or premium plan may have failed due to one of the following reasons:

The payment has been declined by your credit card provider

- The credit card provided has expired or has insufficient funds

- The credit card number provided is invalid

- The credit card provided has not been approved for recurring payments 

 

Please contact your bank/credit card company to check the reason for the failure, or add an alternate card.

Note: If your renewal payment is not successful your domain name will expire and you will not be able to access your website via this domain.

Replies(190 replies total)

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  • annesmith3334

    Replied by annesmith3334 5 hours ago

    My payment failed to process this month.  I made a mistake in my bank register.  I will pay it on the first of August for both July and August.  I am sorry for the inconvenience.  I don't want to lose my domain name so I hope this will help.  Please let me know if this will be acceptable at annesmith3334@gmail.com/  Thanks

    • dinamiso Wix Team

      Replied by dinamiso 2 hours ago

      Hi,

      You premium package will not be canceled until the 2/7/2014.

      Please update the payment details as soon as possible.

       

      To update your payment details: Sign in to your Wix account > at the top right of the page, hover over the user panel > click Billing & Payments.

      Next to the relevant plan, click Manage > next to Payment method, click Update payment method > update your credit card details > click OK.

       

      For more information on updating your payment method, click here.

       

      Dina-Wix Team.

  • knickknackes

    Replied by knickknackes Yesterday

    Hello,

    I bought on 22 of June, 2014 monthly plan Connect Domain. Today I see payment incomplete. I cannot understand why? Bank, card and everything is the same, like one month before. Money are. I cannot update my card. I tried buy the same plan for my site, but I can't. For other beta site it`s possible. I can buy another, better plan for my site, but this plan Connect Domain is enough for me.

    What I should do?

    • Janet - Wix Billing Team Wix Team

      Replied by Janet - Wix Billing Team 14 hours ago

      Hi knickknackes,

      Thank you for contacting Wix support.

      The payment is being declined by your credit card provider.

      Please contact your bank to find out the reason for the decline or add an alternate card.

      Please let us know if you need any further assistance.

  • sevencoloriris

    Replied by sevencoloriris July 11, 2014

    My purchase cannot be completed, why?

    I tried to upgrade my site to premium but it keeps saying " Your purchase cannot be completed. Please contact Support for assistance" after I fill all information of my card.

    I use this card to pay for everything from Google to Facebook, Wordpress, Amazon, Ebay... everything.

    Money is there, I have just checked with my bank account. nothing wrong with my card.

    Only Wix is the one sofar cannot proceed the payment.

    I have cleared all Caches in my internet explorers and did it again but didn't work.

    So, what is the solution?

     

    Thuy

     

     

     

    • Katie Wix Team

      Replied by Katie July 11, 2014

      Hi Thuy,

       

      I merged your question to the relevant thread.

      Please refer to the above reply.

       

      If you need further assistance, please let us know.

       

      Thanks,

       

      Katie
  • arjachryssanthou

    Replied by arjachryssanthou July 7, 2014


    Hi there,
    Firstly, this is not my username, my username doesn't work anymore and couldn't sign in anymore.  WHY?


    DEAR SIRS, I'D LIKE TO HAVE IMMEDIATELY BACK MY DOMAIN and WEBSITE 


    Your system doesn't accept my money. WHY?
    Today I've been contact with my Bank (Aktia Finland) and Visa Company Finland, both they says that there's anything wrong in my card or my Bank account and it should work normally, still the Wix system doesn't accept my payment. WHY?


    I'D LIKE TO PAY THIS SOMEHOW, PLEASE SEND ME INVOICE OR ANYTHING TO FIX THIS PROBLEM.


    Sorry sirs, I must say this also. I've spend here now for so many hours and try to pay payments. To pay should be very simple and easy, but to pay this is very very difficult.

    Jyrki C.

    • Katie Wix Team

      Replied by Katie July 7, 2014

      Hi Jyrki,

       

      Can you please provide assist me by providing with as much of the following information as possible:


      1. Wix Username:
      2. Email Address used to register your Wix account:
      3. Wix URL (i.e. http://www.wix.com/username/site or username.wix.com/site):
      4. Domain Name attached to your account:

       

      Once you locate your account, we will be able to help you further.

       

      Thank you and we await your reply.



      Thanks and I await your reply.

       

      Katie
    • arjachryssanthou

      Replied by arjachryssanthou July 8, 2014

      Hi Katie,
      I just have noticed your message, thank you.

      Biggest problem is that I can't sign in anymore in my account. That´s why I can't manage my account and my payments either.

      Username: NarpioBraiding (...maybe, I'm not sure anymore. Ussually I log in with my email and password).  
      -  email: jyrki.chryssanthou@pp.inet.fi 

       

      Hopefully you can solve this, thanks.

      More details in private session please.

      Best regards,
      Jyrki Chryssanthou

    • Eileen Wix Team

      Replied by Eileen July 9, 2014

      Hey Jyrki

      Please correspond here for this issue, and please refrain from posting multiple posts for the same issue, as it simply creates confusion and slows us from assisting you and other users.

      Eileen, Wix Team.
  • wix Wix Team

    Replied by Wix KnowledgeBase June 30, 2014

    The initial or renewal payment for your Wix domain or premium plan may have failed due to one of the following reasons:

    The payment has been declined by your credit card provider

    - The credit card provided has expired or has insufficient funds

    - The credit card number provided is invalid

    - The credit card provided has not been approved for recurring payments 

     

    Please contact your bank/credit card company to check the reason for the failure, or add an alternate card.

    Note: If your renewal payment is not successful your domain name will expire and you will not be able to access your website via this domain.

  • bethearielle

    Replied by bethearielle June 27, 2014

    On June 23 (5 days ago) $48.96 US was removed from my credit card. Today is the day that my account is due to be renewed and my account says "Payment incomplete undefined" as well as last payment $149 on June 27. What is going on?

    • bethearielle

      Replied by bethearielle June 27, 2014

      *Last payment, June 27, 2014 which is today (not last year's)

    • Anat Wix Team

      Replied by Anat June 28, 2014

      Hey,

      Thank you for contacting Wix support.

      Please note that the payment of $48.96 is for your Google Apps subscription.

      The payment of $149 is for the Unlimited yearly premium plan.

      Please let us know if you require any further information.

      Anat - Wix Team
  • liviageambasu

    Replied by liviageambasu June 17, 2014

    Hi,

    Yesterday tried to pay Combo update but something don't work properly. I tried  from "Update payment method". First, it was my mistake, it was indeed " Insufficient Funds". I fixed the problem yesterday, in afternoon, at 5.30PM (Romania - hour) but continue to stay a red color message "Payment incomplette"

    I restarted computer and the browser but still this message. What can I do? Please, I'll check to the bank, too, after 9.30AM, if they have some problems ... or maybe your WIX didn''t work properly also today?!

    Please, don't block my site, I want to pay but WIX don't receive my payment or I do something wrong. I should write that VAT European code? Is it a must? I wrote RO99999999 but warned me that it is wrong, so, I deleted.

    Thank you for the answer and support. 

    Didi

    • Janet - Wix Billing Team Wix Team

      Replied by Janet - Wix Billing Team June 17, 2014

      Hi Didi,

       

      Even though there was a previous successful transaction, the current recent attempt(s) to charge has failed despite our efforts.  

      This can happen for a number of reasons but the end result is that the bank that issued the card to you had declined to approve this purchase.  
      The error message that we receive is general and therefore we cannot proceed until we know the reason for their action.

      Please call them and give them the specific details of this purchase and ask them why it was declined.  
      It is not enough to ask them about the account in general or to assume because the card was used for another purchase elsewhere, that everything is fine.

      Once you have the exact reason for the decline on this attempt to purchase we will be able to help process the order.

      Please let us know how else we may assist you once you have more details.

    • liviageambasu

      Replied by liviageambasu June 17, 2014

      Hi, Janet,

      I read your answer late, unfortunate, for today, the bank is close but tomorrow I'll go myself to the bank. I want to pay for a month, not a yearly plan.

      Thank you for the answer, here and in my open session with Wix. 

      Thank you for the effort helping me.

      Didi

    • dinamiso Wix Team

      Replied by dinamiso June 17, 2014

      Hi,

      I checked your Wix account and I saw your current premium package is a monthly subscription.

      Please update us after you will check the issue with your bank.

      Dina-Wix Team.

    • liviageambasu

      Replied by liviageambasu June 18, 2014

      Hi Dina and WIX,

      Every last days, I wake-up in the morning with this update problem in my head, thank you remembering me.

      I already talk with the bank yesterday evening, a phone call was possible and discussion about what they said I reproduced to Wix into my topic, "Questions before upgrade". Wix moderator has made my topic a private one and thank you very much for this. Was frustrating to be public with all this organizational problems I have, I hope soon I will resolved with your help.

      Best wishes,

      Didi

    • Janet - Wix Billing Team Wix Team

      Replied by Janet - Wix Billing Team June 18, 2014

      Hi Didi,

      I see that you were answered on a private topic about 30 minutes ago and it appears the issue has been resolved.

      Let us know if you need any further assistance.

    • liviageambasu

      Replied by liviageambasu June 18, 2014

      Hi,

      Thank you very much, I read the answer there and I saw the payment registered. No other need for the moment. Thank you for your kindness.

       

    • Kylie - Wix Billing Team Wix Team

      Replied by Kylie - Wix Billing Team June 18, 2014

      No problem at all - we are happy to help!

  • academiavivaldi

    Replied by academiavivaldi June 16, 2014

    Hi, I updated the credit card info, it has funds to pay, what is wrong,?, please let me know. rgds

    • Janet - Wix Billing Team Wix Team

      Replied by Janet - Wix Billing Team June 17, 2014

       

      Even though there was a previous successful transaction, the current recent attempt(s) to charge has failed despite our efforts.  

      This can happen for a number of reasons but the end result is that the bank that issued the card to you had declined to approve this purchase.  
      The error message that we receive is general and therefore we cannot proceed until we know the reason for their action.

      Please call them and give them the specific details of this purchase and ask them why it was declined.  
      It is not enough to ask them about the account in general or to assume because the card was used for another purchase elsewhere, that everything is fine.

      Once you have the exact reason for the decline on this attempt to purchase we will be able to help process the order.

      Please let us know how else we may assist you once you have more details.

  • longmaeping

    Replied by longmaeping June 10, 2014

    Hi

    I purchase  with my Credit Card since May 27, 2014 Ref.number 14902021691  
    but the website declined the transaction. 

    The picture is from my internet banking.

    Please assist in solving this issue!

     

  • whitelightphoto7

    Replied by whitelightphoto7 June 3, 2014

    Hello! My monthly payment was incomplete due to insufficient funds on my credit card. I fixed that problem, did all the steps that needs to be made to complete the payment.

    (1.Go to the Billing & Payment tab
    2.Choose the package you need to update the payment from the list. 
    3.Click Manage 
    4.Under the Payment Method row, click Update Payment Method )

    However it did not work. I connected with my bank, they say everything is ok. When I go to my billing tab, and click manage, I update the card number and the code and click OK nothing happens. I close that window, click done, again, nothing happens. My bank say the do not see any transfer started. Could you help me to solve this problem? I do not want to loose my premium package. Thank you so much! 

    • dinamiso Wix Team

      Replied by dinamiso June 4, 2014

      Hi,

      I assume you are referring to the premium package renewal?

      I checked your Wix account and I saw your credit card was successfully charged on 4/6/2014

       

      You can view your plan and domain invoices and all of the transactions related to your account at anytime.

       

      To view your invoice:

       

      1. Sign into Wix.com.
      2. Go to My Sites > click the user panel on the top right of the page > click Billing and Payment.
      3. From Billing and Payment, next to your plan, click Manage.
      4. Next to Invoices, click View invoices.
      5. Click an invoice from the list to view it.

       

      Your invoice opens in a new browser window/tab.

       

      Click Print to print your invoices.

       

      For more billing information, click here.

       

      Dina-Wix Team.

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