Failed payments

At times, you might run into a problem with the payment gateway that prevents you from completing your subscription payment. There are various reasons why a payment might fail. This guide is here to assist you in troubleshooting common issues so you can successfully subscribe to Envato.

• I received an error when paying for my subscription. What can I do?

  1. Try clearing your browser cache and cookies, then attempt the transaction again.
  2. Attempt your purchase from a different device, such as a smartphone.

  3. Make sure your billing and payment details match:

     Your Envato account details match your PayPal or financial institution details. For example, ensure your registered Envato account email address is the same as the email address you've used for PayPal.

  4. Try using an alternative payment source, such as a different credit card. Envato subscription accepts the following payment methods: Visa, Mastercard, American Express (USD only), PayPal, and Apple Pay for subscription payments. You can find more information regarding our accepted payment methods here.
  5. Your bank may be declining the transaction attempts. You will need to contact them to inquire regarding any restrictions on your card that may be preventing your attempts to subscribe.
  6. As an Australian-based company, it is not uncommon for credit card issuers to block an overseas payment until you have approved it. You may need to contact your card issuer to see if there are any restrictions on international transactions on your card.
  7. If still unsuccessful, please contact our Customer Success team.

• A payment has been processed on my end, but it is not reflected on my Envato subscription account. What should I do?

  If you see that your payment has been completed and your purchase is still not shown on your Envato subscription account, please contact our Customer Success team with the following information:

  • Payment provider you used (PayPal or credit card: MasterCard, Visa, or American Express).
  • The Envato subscription account username related to the transaction.
  • The email address related to the PayPal transaction (if applicable).
  • The unique transaction ID of the PayPal payment (if applicable).
  • The last 4 digits of the credit card (if applicable).
  • The date of the payment.
  • Any other receipt information relating to the transaction.

• PayPal or my card issuer won’t accept my payment. What can I do?

  If you are having difficulties making a payment, you will need to contact PayPal or your bank for further information or advice.

• Are there any payment restrictions?

  Many governments, financial institutions, and online payment providers (e.g., PayPal) impose regulations and sanctions prohibiting transactions with certain restricted or high-risk countries, individuals, corporate entities, and organizations. If your payment has been identified by our providers as originating from a region that is subject to these restrictions, you won’t be able to finalize your purchase. Please check more information here.

• What does it mean if I get an email saying "We're still having trouble processing your payment ‌| Important: Update your details, we tried again to process your latest renewal, but your payment declined"?

  It sounds like there might be a bit of a hiccup with your recent renewal payment. No need to worry—this usually just means your bank or payment provider declined the transaction when we tried to process it. To keep your creative flow going without any interruptions, please double-check your payment details in your account settings and update them if needed. Once that's sorted, we’ll try to process your renewal again.