If a payment for your Envato subscription has failed, been declined, or is not showing on your account, this guide will help you identify the cause and resolve it.
My payment failed or was declined — what should I do?
Work through the following steps in order. Most payment failures can be resolved without contacting Envato or your bank.
Self-service fixes (try these first):
- Clear your browser cache and cookies, then try the payment again.
- Try a different device — for example, attempt the payment on a smartphone rather than a desktop.
- Check that your billing details match your payment provider's details. Your Envato Elements account email address should match the email address registered with PayPal (if using PayPal). Your billing name and address should match your card issuer's records.
- Try a different payment method. Envato Elements accepts Visa, Mastercard, American Express (USD only), PayPal, and Apple Pay. See: Accepted Payment Methods
You shouldn't use someone else's information when signing up and making payments — for example, a friend's or family member's email address or account details.
If the above steps don't resolve the issue:
- Contact your bank or card issuer. Your bank may be declining the transaction due to restrictions on your card. Contact them to enquire about any blocks on your card that may be preventing the payment.
- Check for international transaction restrictions. Envato is an Australian-based company. It is not uncommon for credit card issuers to block overseas payments until the cardholder approves them. Contact your card issuer to confirm whether international transactions are enabled on your card.
If you have tried all of the above and the payment still fails:
- Contact the Envato Customer Success team for further assistance.
My payment was processed successfully, but it is not showing on my Envato account — what should I do?
If your payment provider shows the payment as completed but your Envato Elements subscription has not been activated or renewed, contact the Envato Customer Success team with the following information:
- The payment provider you used (PayPal, or credit card: Visa, Mastercard, or American Express)
- Your Envato Elements account username
- The email address linked to the PayPal transaction (if applicable)
- The unique PayPal transaction ID (if applicable)
- The last 4 digits of the credit card used (if applicable)
- The date the payment was made
- Any other receipt or transaction details relating to the payment
Having this information ready will help the support team locate and investigate the transaction as quickly as possible.
My bank or PayPal won't accept my payment — what can I do?
If PayPal or your card issuer is declining the payment, you will need to contact them directly for further information or assistance. Envato is unable to intervene in decisions made by your bank or payment provider.
If your payment provider is unable to resolve the issue, consider trying an alternative accepted payment method. See: Accepted Payment Methods
Are there payment restrictions that could block my payment?
Yes. Governments, financial institutions, and payment providers including PayPal impose regulations and sanctions that prohibit transactions with certain restricted countries, individuals, corporate entities, and organisations. If your payment has been identified as originating from a restricted region, you will not be able to complete your purchase.
For more information on which transactions may be restricted, see the Braintree Prohibited Transactions page.
For information on countries where Envato's services are restricted, see: Is Envato Available in All Countries?
I received an email saying my renewal payment was declined — what should I do?
If you receive an email from Envato with a subject line such as "We're still having trouble processing your payment" or "Important: Update your details", it means that Envato attempted to process your subscription renewal payment and it was declined by your bank or payment provider.
To resolve this:
- Log in to your Envato account.
- Go to your My Account page.
- Check your payment details and update them if they are incorrect or outdated.
Once your details are updated, Envato will attempt to process the renewal again.
If you need help updating your payment details, see: Update Your billing details
Frequently asked questions
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What happens to my Envato Elements subscription if a payment fails?
If your payment fails, your subscription may not be activated or may not renew. If you receive a renewal failure notification from Envato, update your payment details as soon as possible to avoid interruption to your subscription access.
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How do I update my payment details on Envato Elements?
You can update your subscription payment method at any time from your My Account page. For step-by-step instructions, see: Update Your Subscription Payment Method
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What payment methods does Envato Elements accept?
Envato Elements accepts Visa, Mastercard, American Express (USD only), PayPal, and Apple Pay. For full details, see: Accepted Payment Methods