Why has my card payment been declined?

A card payment can be declined by your bank even when the card details are correct. When LoadFocus asks Stripe, our billing provider, to charge your card, your bank decides automatically whether to accept it. It looks at signals such as your spending pattern, the account balance, and details like the expiry date and CVC. Those signals change, so a card that worked last month can be declined this month. LoadFocus does not see the bank's reason.

What you will see in LoadFocus

• A banner in the app: "We couldn't take your last payment. Update your card to keep your plan running." with an Update card link.
• If your bank needs you to confirm the payment (3-D Secure), the banner says "Your bank needs you to confirm your last payment." and shows a Confirm payment button. Click it and complete your bank's check in the window that opens; the page then reloads with the result.
• An email from LoadFocus with the subject "Action Required - Your LoadFocus Load Testing subscription payment has failed" (the service name changes with the product: Load Testing, Page Speed Monitoring or API Monitoring), sent to the account owner. It is not repeated more often than every few days.
• Scheduled load test runs are skipped and paused while the payment is failing. Your subscription is not cancelled.

What to do

1. Check the card details: name, number, expiry date, CVC and billing address.
2. Update the card as described in How to update card details. LoadFocus then tries the outstanding payment again straight away and tells you whether it went through.
3. If it still fails, your bank may want you to confirm the payment, or you can try another card.
4. To find out why the bank said no, contact your bank. Stripe also lists the common reasons in its guide to declined payments.

If the payment keeps failing after that, contact LoadFocus support.