Payment failed
What to do when a plan payment, a renewal, a card change or a WhatsApp credits top-up doesn't go through, and what happens to your plan and credits.
IconEngage takes payments through its payment provider's secure checkout window. Your card or UPI details never reach IconEngage. When a payment fails, nothing is charged, and you can try again. This page covers each situation.
Note: Only Owners and Billing Administrators can pay for a plan, change the card or top up WhatsApp credits.
Paying for a plan
When you choose a paid plan, IconEngage opens the provider's checkout window.
| What you see | What it means | What to do |
|---|---|---|
| Checkout closed. Nothing was charged. | You closed the window before paying. | Choose the plan again when you're ready. |
| That payment did not go through. You can try again in the payment window. | The provider refused the payment, for example a declined card. | Try again in the same window, or use another card or payment option. |
| Payments are temporarily unavailable. Contact support. | Checkout couldn't be opened. | Try again later, or contact support. |
| Couldn't reach the server. Check your connection and try again. | Your connection dropped. | Check your connection and try again. |
| Payments open soon | Online payments aren't open for your organisation yet. | Write to IconEngage with the plan you want. Your trial carries on meanwhile. |
After you pay: the confirmation page
After paying, you come back to IconEngage and see Confirming your payment. Your plan changes only when the payment provider confirms the payment to IconEngage. That usually takes a few seconds.
| Page says | Meaning |
|---|---|
| Payment confirmed | Your plan is active. The invoice is under Invoices. |
| Still confirming | The provider hasn't confirmed yet. Nothing is lost. You can leave the page and check Settings › Plan and billing in a few minutes. |
| This checkout is no longer open | The checkout expired or was closed. Nothing was charged. Start again from Plans. |
| We can't find that checkout | The link doesn't match a checkout for your organisation. If you paid, the confirmation still arrives on its own. Check billing in a minute, or contact support with the request ID shown. |
Tip: Don't pay twice because the confirmation is slow. Wait a few minutes and check Settings › Plan and billing first.
A renewal payment failed
If a renewal can't be charged, your subscription shows Past due and the message We could not take your payment.
- The provider retries the payment automatically.
- The message shows how many days are left before campaigns, automations and new template messages pause.
- Paying at any point restores everything immediately.
To fix it, update your card:
- Go to Settings › Plan and billing.
- Click Payment method.
- Click Update card (or Add a card) and enter the new card in the provider's window.
The new card appears once the provider confirms it, usually within a minute. If a payment had failed, the provider's next retry is what restores your subscription. If you see "That card was not accepted. You can try another in the payment window.", try a different card.
See Payment method.
If the subscription is restricted
If the payment still isn't made, the subscription becomes Restricted:
- Campaigns, automations and new template messages are paused.
- Replies inside an open 24-hour customer-service window still send.
- Nothing is deleted. Your inbox, contacts and history are all still there, and everything can still be exported.
Paying restores everything immediately.
Invoice payment status
Each invoice under Settings › Invoices shows its payment status: Unpaid, Payment pending, Paid, Payment failed, Refunded or Disputed. See Invoices.
Topping up WhatsApp credits
Go to Settings › WhatsApp credits and click Top up. You can pay by card or UPI in the provider's window. The amount charged is the credit plus 18% GST.
If a Your business details window opens before the payment window, that's expected: IconEngage needs your legal name and state for the tax invoice before your first payment. Fill it in and click Save and continue to payment. See Business details and GSTIN.
| What you see | What to do |
|---|---|
| The payment window was closed. Nothing was charged; you can pay again. | Click Top up again when you're ready. |
| The payment did not go through. Nothing was charged; try again in the payment window. | Try again, or use another payment option. |
| The payment page could not be opened. Nothing was charged. | Try again in a moment. |
| Payments are not available right now. | Try again later. |
After paying you see Your top-up:
- … added to your WhatsApp credits: done. Any blocked messages can be sent again.
- Still confirming: if you paid, the credits arrive on their own. Check your balance in a few minutes.
- The payment did not go through or The payment page expired: nothing was charged and your balance is unchanged. Click Top up again.
See WhatsApp credits.
Meta's payment error is different
If messages fail with WhatsApp error 131042, the problem is the payment method on your WhatsApp Business Account at Meta, not your IconEngage plan or credits. Meta bills your WhatsApp Business Account directly for its messaging fees. Add a payment method in Meta Business Suite under Settings › Billing & payments. See Messages not delivered.
Still need help?
Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.