In some instances, your payment might not go through. There could be several reasons why this is happening. This article will help you understand what the issue might be, and suggest ways to fix it.
Shortcuts:
- Examples of payment error messages
- What is 3D Secure
- Other payment issues
- Upgrade failed, subscription was terminated
Examples of payment error messages
| Uh-oh, authentication failed. Please try again, or contact us at help@kahoot.com if the error persists. |
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Uh-oh, we're not able to process the payment. Are you sure you entered your card details correctly? |
Possible reasons and error messages
- Insufficient funds: It is possible you do not have enough funds on your payment method to cover the subscription cost. Please make sure that the payment method you provided has sufficient funds to cover the transaction.
- Insufficient number of licenses: The number of licenses you are trying to buy is less than the number of active licenses/members in your organization. This error message is displayed for workspace owners. You will not be able to purchase multiple licenses on an individual subscription, unfortunately. Multiple licenses will require a subscription that supports shared workspaces, like EDU for schools, or team plans for business users.
- Authorization with 3-D Secure: In the EU, the PSD2 regulation requires explicit confirmation of online purchases, which means that online transactions require a strong customer authentication process. If we aren’t able to receive this confirmation, the transaction will most likely not be accepted. One of the key reasons behind this is that 3D Secure verification isn’t completed on the user’s side.
- Invalid account number: Our payment gateway has received a response that the card number you have provided is invalid. Please double-check the details you have provided for payment, and try again. If this continues to fail, please reach out to your bank to make sure everything looks good from their side.
- Transaction not allowed: Many banks have regional restrictions on debit/credit cards by default which would stop the transaction. Another reason for this message can be that your card is blocked from recurring payments. Please reach out to your bank for more information if this is the error you receive, and let them know that you are trying to make a payment to Norway which is tied to a recurring subscription. Your bank should be able to activate your card for the transaction.
- Try again later: Your bank was unable to authenticate the transaction for a variety of reasons. It could be a simple temporary network issue. Please wait an hour and try again.
- Do not honor: This is a generic decline reason where Kahoot! doesn't receive specific information about the reason for the declined transaction. You will need to reach out to your bank for more information.
What is 3D secure, and how can I activate it?
A 3D Secure payment is an online payment transaction with extra security. The bank checks if it is really the customer who makes the payment. Each bank has its own way of verifying the customer, such as two-factor authentication, a password, a fingerprint, or scanning a physical ID tag.
You shouldn’t have to activate 3D Secure for your payment methods. This is all done by the bank. If you have 3D Secure payment activated, the bank will ask for additional authentication. If you experience an issue with 3D Secure verification, you may have to contact your bank to find a solution.
Other causes for payment failures
Make sure your payment method is:
- Registered in the same country as your Kahoot! account.
- Not expired or canceled.
- Enabled for foreign, secure online, and recurring purchases. Contact your bank or payment provider to check.
- Not marked as stolen, or reported fraudulent activity on the card.
Kahoot! operates out of Norway, so you will need to make sure your payment card is authorized for transactions in Norway. Many card providers restrict credit/debit cards by default to a specific region where the customer is located to combat fraud (such as 'transactions only allowed in North America').
Make sure your bank or payment provider has your correct details. They may need to verify your identity for security, e.g. with a password, PIN, fingerprint, or code sent to your device.
For further help, it’s best to get in touch with your card-issuing bank.
I am having trouble with payment for a renewing subscription, what can I do?
Please find the failed/past-due invoice. If your renewal failed, you should be able to open the past due invoice there and pay it directly with your payment card.
My payment failed when I tried to upgrade. What happened to my subscription?
When you initiate a process to upgrade your subscription, this will restart your billing cycle and you will be charged the full plan price (subtracting the value of the remaining unused time in your current billing cycle).
The time remaining on your active subscription will determine the precise amount that will go towards the upgrade as a credit. We only charge you for the difference between the credit (prorated value of your remaining billing cycle) and your new subscription price. To activate a new billing cycle, the old subscription has to be terminated to make room for the new one in your account, and to make sure that any unused subscription time goes to your benefit as a credit toward the upgrade.
If the upgrade process failed due to a transaction error, we weren't able to charge your card for the upgrade cost. Because of this, the credit remaining from your original subscription is still unused and remains in your account; this will be used when you are able to update your payment details and finish the upgrade process. You can find out more about how to update your payment method here.