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 — check the card or use another method and buy the pack again. For charges you don't recognise, or anything you can't resolve from your settings, email support@prismposter.com. Here's how to retry a payment, match a charge, and when to reach out.
How do I fix a declined payment?
Every purchase is a one-off credit pack, so there is no card on file and nothing retries in the background. Start the checkout again:
- Open the Credits page or /pricing and choose the pack.
- At checkout, check the details or pick another payment method.
- Complete the payment. The credits land in your balance as soon as it goes through.
Common reasons a card is declined: it expired, the billing details don't match, there are insufficient funds, or your bank flagged the charge. Checkout purchases are charged by Stripe as merchant of record, so the entry on your statement comes from Stripe. If your bank blocked it, approving the charge with them and retrying usually clears it. See payment methods for accepted cards.
Is anything affected if a payment fails?
No. A failed checkout simply means the pack was not bought: nothing is charged, and your balance, your Library, and anything a previous purchase opened stay as they are. There is no subscription to lapse. If you bought a subscription before 29 September 2026, you can still manage or cancel it in Settings → Billing.
I was charged but something looks wrong — what should I do?
First, check your Credits page and Settings → Billing to match the charge to a credit-pack purchase. PrismPoster sells no subscription and has no auto top-up, so every charge is a pack you checked out yourself.
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 — EU/EEA consumers have a 14-day right of withdrawal from the day of purchase, and within that window unused purchased credits are refundable in cash to your original payment method.
Why is spending paused on my account?
When a payment to PrismPoster is disputed with your bank (a chargeback), spending on the account is paused while the dispute is open. New generations are refused, the unused credits from the disputed purchase are removed from your balance. Your Library stays available and exportable.
- If you opened the dispute by mistake, or you recognise the charge now, withdraw the dispute with your bank. When the dispute closes and the charge stands, spending resumes.
- If the bank reverses the charge, spending stays paused. Email support@prismposter.com with your account email and the date of the payment to sort it out.
- If you want your money back for an unused purchase, a refund is faster than a dispute and does not pause your account.
Can I manage billing without contacting anyone?
Yes for most things. You buy packs yourself at checkout, there is nothing to cancel, and your purchases and refunds are listed under Settings → Billing. 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 pay with a different card?
Choose it at checkout the next time you buy a pack. No card is kept on file to charge later.
Why was my card declined?
Usually an expired card, mismatched billing details, insufficient funds, or your bank blocking the charge. Use another card or approve the charge with your bank, then buy the pack again.
Can I get a refund?
EU/EEA consumers have a 14-day right of withdrawal from the day of purchase. Within that window unused purchased credits are refundable in cash to your original payment method; only the part you have actually used is deducted. See refunds for the full policy.
Why can't I generate after disputing a charge?
Spending is paused while a payment dispute is open, and the unused credits from the disputed purchase are removed. It resumes when the dispute closes and the charge stands; if the bank reversed the charge, contact support@prismposter.com.
Does PrismPoster store my card details?
No. Payments are handled by Stripe at checkout. PrismPoster does not hold your card number.