Troubleshooting failed payments
If a payment to LTX didn't go through, the most common causes are a bank decline, expired card, or failed authentication. Try these troubleshooting steps or contact support if the problem persists.
Check your account first. If your credit balance has updated, the payment went through despite the error. API credits are non-refundable, so always confirm your balance in the API Console before retrying.
Common payment failures
| Failure | Why it happens | Fix |
|---|---|---|
| Card declined | Expired card, insufficient funds, or spending limit reached | Update your card details and retry. (Note that API credits are non-refundable, so check your balance before retrying payment.) |
| Bank blocked the charge | LTX uses Stripe, Adyen, or PayPal — some banks auto-block these as unfamiliar merchants | Ask your bank to allow LTX / Lightricks charges, then retry |
| 3D Secure failed | Verification prompt was skipped or timed out | Retry and complete the authentication step when prompted |
| Incorrect billing details | Card number, expiry, CVV, or billing address didn't match | Update your payment method with the correct details and retry |
| Unsupported card type | Prepaid cards aren't accepted | Switch to Visa, Mastercard, or Amex |
If a renewal payment fails, your paid-plan access may temporarily revert to the free plan until payment succeeds. Your existing projects and assets remain saved — but paid-plan features will be unavailable while the subscription awaits payment.
Unable to pay or charged twice?
Contact support with your account email, the product you were purchasing, and any error message you saw.