Payment failed or billing looks wrong — how to fix it
If a payment failed or a charge looks wrong, you can usually fix it yourself in a couple of minutes. PrismPoster bills through Stripe, which accepts all major credit and debit cards, including international ones. Most failed payments are a declined or expired card — update the card on file and retry. For charges you don't recognise, or anything you can't resolve from your settings, email support@prismposter.com. Here's how to update your card, retry a payment, and when to reach out.
How do I update my card or fix a declined payment?
Update the card on file, then the charge retries automatically.
- Go to Settings → Plan & Billing.
- Update your payment method with a valid card.
- Stripe re-attempts the charge with the new card.
Common reasons a card is declined: it expired, the billing details don't match, there are insufficient funds, or your bank flagged the international charge (PrismLabs OÜ is based in Estonia). If your bank blocked it, approving the charge with them and retrying usually clears it. See payment methods for accepted cards.
What happens to my plan if a payment keeps failing?
Your subscription depends on a successful charge. If payment can't go through, access tied to that paid plan is affected. Update the card promptly to keep your plan active. If you'd rather not continue, you can cancel anytime from Settings → Plan & Billing — access continues to the end of the period you already paid for, and your generated content stays in the Library as read-only and exportable.
I was charged but something looks wrong — what should I do?
First, check Settings → Plan & Billing and your Credits page to match the charge to a plan change, renewal, or credit-pack purchase. Remember plan changes bill immediately with proration, so a mid-cycle upgrade shows a partial charge.
If it still looks wrong, email support@prismposter.com with:
- Your account email.
- The amount and date of the charge.
- What you expected versus what you saw.
If you're asking about getting money back, read refunds first — refunds can be reviewed within 3 days of the first paid subscription charge, and unused credit packs are refundable.
Can I manage billing without contacting anyone?
Yes for most things. From Settings → Plan & Billing you can update your card, change plans (immediate, prorated), and cancel — no calls and no retention forms. Reach out to support only for failed charges you can't clear, charges you don't recognise, or refund questions. See how to contact support.
Frequently Asked Questions
How do I update my credit card?
Go to Settings → Plan & Billing and replace the card on file. Stripe automatically retries any failed charge with the new card.
Why was my card declined?
Usually an expired card, mismatched billing details, insufficient funds, or your bank blocking an international charge. Update the card or approve the charge with your bank, then retry.
Can I get a refund?
Refunds can be reviewed within 3 days of your first paid subscription charge, and unused credit packs are refundable. See refunds for the full policy, then contact support.
Does PrismPoster store my card details?
No. Payments are handled by Stripe, which securely stores your card. PrismPoster does not hold your full card number.