What to do if your credit card was declined

Your payment or billing date is based on the anniversary of the date you subscribed to Imagen.

For example, if you subscribed on the 10th of January, Imagen will charge you on the 10th of every month.

You can see your expected charge amount and your billing date on the My Account page. 

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If you use a debit card, please ensure that you have sufficient funds before your charging date. Setting a reminder for yourself the day before will help you to avoid a declined payment.

When we charge your card and get a decline message, you will receive an email that will notify you about it.

These are the common reasons for credit card declines:

  1. Your credit card is expired or canceled. In this case, please update your payment details in our app.
  2. The bank/credit card company declines due to a security issue. In this case, you need to contact your bank/credit card company and ask them to mark Imagen as a safe transaction.

When we get a decline message, we will try charging you three more times in the following week.

If you are unsure of the reason for the decline, you can contact our support team by responding to the email you received, and we will share the decline information we received from our payment provider and try to help as much as we can.

In case we weren't able to successfully charge your card four times in a period of one week, you will be able to upload a project, but you won’t be able to download the edits until your pending payment is complete.

Update your credit card details

When you update your card details in our app, please notify our support team so we can try charging you again.

Updating your card does not mean your card has been charged!

The Imagen support team is always here to help as much as they can.

Feel free to contact us with any questions.

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