Fix a failed membership payment
What to do when your membership renewal payment fails or your card is declined. Covers the "Payment failed · retrying automatically" banner, paying the outstanding amount now with Pay outstanding, updating your card with Manage card, and when HUB retries automatically.
On this page
If a renewal charge fails, HUB shows a banner at the top of your membership. HUB retries the charge automatically, but you can pay sooner.
The failed payment banner
The banner says Payment failed · retrying automatically. It shows the amount outstanding and the date of the next automatic retry.
Pay the outstanding amount now
- Select Membership in the sidebar and open the membership with the banner.
- Select Pay outstanding.
- Check the amount and the card, then select Pay now.
- HUB shows whether each invoice was paid. The banner disappears once everything is settled.
Warning: Pay now charges your card right away and can't be undone.
Update your card first
If your card was declined or has expired, change it before you pay.
- In the banner, select Manage card.
- Select Add a new card and enter the card details.
- Tick the authorization box and select Add card & pay.
- The new card is saved as your default and the outstanding amount is charged.
If you have no card on file, the banner shows Add payment method instead of Pay outstanding.
See Update your membership payment method for more on saved cards.
Still failing?
- "Payment failed. Please update your payment method." means the card was declined again. Try a different card.
- If only some invoices were paid, HUB tells you how many failed. Pay the rest after updating your card.
- If it keeps failing, contact Client Services with your booking number. Never send your full card number by email or chat.
You can also pay individual invoices from the Invoices tab. See Pay an invoice.
See also: Why was my payment declined?.