If you are having trouble adding funds to your Subs balance or paying for a subscription, this article covers the most common issues. If your card is being declined more generally, see our article on payment issues first.
Before you start troubleshooting
- Is your card working on other purchases?
- Do you have a valid payment method on file?
- Are you on the Subs website, or the mobile app? Some purchases can only be made on the website.
Common errors and how to fix them
| Error | Description | Solution |
|---|---|---|
| "Daily top up limit reached." | You have added funds multiple times in the last 24 hours and reached the daily cap. | Wait 24 hours, then try again. |
| "Minimum top up amount is {amount}" | The amount you entered is below the allowed minimum for this payment method. | Increase the top-up amount. |
| "Minimum top up with {method} is {amount}" | This payment method has a higher minimum than others. | Either increase the top-up amount, or switch to a payment method with a lower minimum. |
| "Maximum top up amount is {amount}" | The amount exceeds the maximum per-transaction limit. | Split your top-up into smaller transactions. |
| "User's balance doesn't have sufficient funds to process the transaction." | You do not have enough funds in your Subs balance to complete this purchase. | Top up your balance, or switch to paying with a card. |
| "Add Funds to Continue" | You are trying to buy a subscription using your balance, but it does not cover the price. | Either top up your balance or choose credit or debit card in the subscription modal. |
| "Payment failed." / "Payment failed!" | The payment could not be completed. | See our payment errors article for the specific reason. If your card is fine on other sites, try a different card. |
| "An issue occurred while processing payment. Please make sure the card is valid and has enough balance." | Generic payment failure message. | Verify your card is active and has available funds, then retry. |
| "Your subscription for {creator} cannot be renewed" | Your stored payment method could not be charged when the subscription came up for renewal. | Update your payment method in Settings, then re-subscribe to the creator. |
| "This payment method is not supported for this transaction" | You are trying to use a payment method that does not work for this type of purchase. For example, your Subs balance cannot be used to top itself up. | Choose a different payment method. |
| "This payment method is not available for this purchase. Please use another method." | App store rules mean this purchase cannot be made inside the mobile app. | Complete this purchase on the Subs website at subs.com. |
| "The purchase can't be complete because the price is less than the minimum allowed for card payments." | The item costs less than the minimum our card processor will accept. | Pay using your Subs balance instead. |
| "Transaction has already been processed." | This top-up or subscription payment was already completed. | Check your balance and purchase history. You were not double-charged. |
How long does a top-up take to appear?
Top-ups via card, Apple Pay, and Google Pay are usually instant. If you completed a payment but your balance has not updated, give it a few minutes. If it has been longer than 15 minutes and the funds have left your bank, contact support with the last 4 digits of your card, the amount, and the approximate time of the payment.
Why can't I use my balance to buy everything?
Some purchases require card payment. These are usually higher-priced items where our card processor has a minimum charge, or mobile purchases where app store rules require specific payment methods.
My subscription renewed but the charge failed
Subscriptions renew using whichever card was on file at the time of the original subscription. If that card has been removed, expired, or no longer has sufficient funds, the renewal will fail. Update your payment methods in Settings and re-subscribe to the creator if you want to continue.
Can I get a refund for a top-up?
Top-ups are generally non-refundable once funds are added to your balance, but you can still use those funds for other purchases. If you believe you were charged in error, contact support with the last 4 digits of your card, the amount, and the date of the payment.