Fix a failed payment or declined card

This is for anyone whose card was declined in Virtual CV or Orbit. Most failed payments are fixed by adding a working card and making it your default.

Open Billing

Select Settings in the sidebar, then Billing under Account.

Add a card

In Payment methods, select Add a card.

Enter and save the card

Enter the card details, then select Add Card on Virtual CV or Save this card on Orbit. Adding a card doesn’t charge it.

Make it your default card

Next to the new card, select Make default. The default card is the one we charge.

I can't see Billing in Orbit

Cards and plan changes in Orbit are for account admins. Ask an admin on your team to update the card.

The new card is declined too

Your bank decides whether to approve a payment. Contact your bank, or try a different card. Stripe, our payment provider, holds your card details. We only see the brand, the last four digits and the expiry.

A Virtual CV top-up failed

If a payment fails while you’re adding credits, the dialog shows Payment Failed. Select Try Again, or choose Use a different card (or Add a new card) and pay again. No credits are added for a payment that didn’t go through.

If you see Payment received, your bank is still confirming the payment. Your credits appear as soon as it clears, usually within a few minutes, and there’s nothing more to do.

Virtual CV auto top-up is having trouble

If an automatic top-up fails, the Billing page shows Auto top-up is having trouble with an Update card button. After three failed attempts in a row, automatic top-up pauses until the date shown, and the account’s billing contacts get an email saying so. When the pause ends, it starts trying again. Add a working card and make it the default before then.

An Orbit plan payment failed

When a plan renewal is declined, Billing shows The plan payment failed, the amount outstanding and what the card processor said. The sidebar also shows The plan payment failed — check it in Billing.

• While Stripe is still retrying, the message tells you the date of the next attempt. Add a working card and make it the default, and that attempt will use it.
• If Stripe has stopped retrying, select Pay the invoice to pay it on Stripe’s page, or update the card.

You can’t upgrade or pause the plan while a payment is outstanding.