Why Did My Payment Fail, and What Happens Now?

If a subscription charge fails, Indexync keeps retrying it automatically and shows a red Payment Failed banner on Settings > Billing with a live counter of attempts left. Your products, connections, and orders stay exactly as they are while retries continue. Click Make Payment on the banner to fix it immediately with a working card.

Applies to: Users on paid plans billed directly through Indexync (Airwallex). If you signed up through the Shopify App Store, see If you bill through Shopify below.

The Payment Failed Banner

When a charge fails, a red banner appears at the top of Settings > Billing. It shows:

A retry counter: a colored dot plus "N remaining attempts." The dot is amber while attempts remain, and turns red on your last attempt.
Your payment method: the card on file, shown as "Card ending in ####."
A warning line (once at least one retry has failed): how many times the payment has been tried so far, and that your plan downgrades to FREE automatically after the final failed attempt.
A Make Payment button that opens a secure Airwallex checkout page where you can update your card and pay immediately.

Payment Failed banner, mid-retry state with an amber dot and 3 remaining attempts

As attempts run out, the dot turns red and the counter reaches its last attempt:

Payment Failed banner, final-attempt state with a red dot and 1 remaining attempts

Example: Alex's card on file expires and the next charge fails. The Payment Failed banner appears on Settings > Billing showing an amber dot and "3 remaining attempts." Alex clicks Make Payment, updates the card on the secure checkout page, and the banner clears within a minute.

If you don't act, Indexync keeps retrying automatically and the counter updates each time.

What Happens If It Keeps Failing

If every retry attempt fails, your plan automatically downgrades to FREE so your account stays accessible. What stays untouched through retries and after an auto-downgrade:

Your products stay in place, including their marketplace listings.
Your marketplace connections stay connected.
Your past orders stay in your order history.

You lose the higher SKU and order limits of your paid plan until you fix the payment and upgrade again.

Example: Alex doesn't act and every retry fails. The account moves to the FREE plan automatically. All of Alex's products, marketplace connections, and past orders are still there; only the higher SKU and order limits are gone. Alex fixes the card and upgrades again from Settings > Billing > Manage Subscription, and the paid limits come back immediately.

To get your paid plan back:

Open Settings and click the Billing tab.
Click Manage Subscription.
Select your plan and complete checkout with a working card.

See How to Upgrade Your Plan for the full upgrade flow.

If You Bill Through Shopify

If you signed up through the Shopify App Store, your subscription is billed through Shopify, not Indexync. Failed payments are normally handled entirely inside Shopify's own billing system, and payment-method updates happen in Shopify Admin. If your Shopify subscription is paused for non-payment you may still see the Payment Failed banner in Indexync; fix the payment in Shopify Admin rather than through the banner's Make Payment button, which is for card billing.

Troubleshooting

The Payment Failed banner isn't clearing after I paid. It usually clears within a minute of a successful payment. If it's still showing after a few minutes, reload the page. If it persists, email hello@indexync.com with your account email.

My card looks correct but the payment keeps failing. Contact your bank to confirm there's no block on the charge: Indexync's payments can appear as an international transaction. Once your bank clears it, click Make Payment to retry.

My plan downgraded to FREE but I have a working card now. Open Settings > Billing > Manage Subscription, select your previous plan, and complete checkout. Your paid plan and limits are restored as soon as the charge succeeds.

Where's my invoice or receipt for a payment? Every successful payment emails you both PDFs automatically. See Invoices & Receipts for what's on them and what to do if the email never arrived.

FAQ

Will I lose my products if my payment fails?

No. Your products, marketplace connections, and orders stay untouched while retries continue and even if your plan later downgrades to FREE. Only your plan's higher SKU and order limits are affected.

How do I know how many attempts I have left?

The Payment Failed banner on Settings > Billing shows a live counter ("N remaining attempts") next to a colored dot. The dot is amber with attempts remaining and turns red on your last attempt.

What if I bill through Shopify?

Make Payment doesn't apply to you (fix the payment in Shopify Admin; the banner can still appear if Shopify pauses your subscription). Shopify manages your payment retries and billing directly, and you update your card in Shopify Admin.

My card is fine but payment still fails. What do I do?

Contact your bank first, since the charge can appear as an international payment and get blocked on their end. Once cleared, click Make Payment to retry immediately rather than waiting for the next automatic attempt.

How do I get back to my paid plan after downgrading?

Fix your payment method, then go to Settings > Billing > Manage Subscription and select your plan again. Your paid limits return as soon as the charge succeeds.

Need More Help?

Visit our Feedback page, WhatsApp us, or email hello@indexync.com.