How to solve issues with payments
Articles that answer questions about billing, credit cards, invoices and taxes. Content about payment errors, payment methods, refunds and cancelations.
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How does upgrading mid-cycle affect my bill?
Question If I upgrade my plan in the middle of a billing cycle, am I billed the difference between my current and new... -
Payment Issues: 430190 - Not authorized
Issue symptoms My payment was declined and I received the following error: 430190 - Not authorized Resolution steps ... -
Payment Issues: 430285 - DNH
Issue symptoms My payment was declined due to the error below: Transaction declined.430285, 100 - Not authorised, RE... -
Payment Issues: 430357 - Lost or Stolen Card
Issue symptoms My payment was declined due to the error below: 430357, 100 -- Not authorised, REJECTED - LOST_OR_STO... -
How do I change the email address that my invoices are sent to?
Question How do I change the email address that my invoices are sent to? How do I send future invoices to another ema... -
Why was I still charged for my canceled account?
Question Why was I still charged for my canceled account? Answer You will receive invoices and see charges from Zend... -
I have a billing, payment, subscription or account cancellation question
Question I have a billing, payment, subscription or account cancellation question. Answer For help with billing, see ... -
How do I change the payment currency on my Support account?
Question How do I change the payment currency on my account? Answer When you create a trial account, your subscri... -
When will my account be canceled if I don't pay for my subscription?
Question When will my account be suspended if I don't pay for my subscription? Answer For credit card customers The... -
How do I add additional email addresses to receive billing invoices?
Question How can I add more people to the list of billing invoice recipients? Answer The account owner or a billing a... -
Why am I being charged tax?
Question Why am I being charged tax? My subscription is saying one thing but my invoice is showing added sales tax? I... -
How do I send invoices for marketplace apps to someone else?
Question Who receives the invoice for a marketplace app? Can I change the recipient? Answer The app developer sends t... -
Will you process my credit card payment again if a payment fails?
Question My payment was declined and now I have updated the credit card details. How can I reprocess my declined paym... -
Payment issues: 54 - Expired Card
Issue Symptoms I received a message from Zendesk saying that the payment was not successful. Here's the error message... -
Payment issues: 14 - Card No. Error
Issue Symptoms I'm trying to pay, but I keep receiving this message:Our credit card processor encountered the followi... -
Payment issues: 41 - Hold-call
Issue Symptoms I am trying to pay my subscription, but I get the following error message: Our credit card processor e... -
What are the wire transfer payment details for Zendesk?
Question What are the wire transfer payment details for Zendesk? Answer The payment instructions are on the invoi... -
How can I get a copy of my account invoices?
Question Where can I find and download the most recent Support account invoices? Answer Only account owners and billi... -
I am on the finance team, how do I update our Zendesk account billing details?
Question I work in the billing department and I do not have a Zendesk login. I need to update our account's payment m... -
Error message: A transaction error occurred
Issue symptoms I’ve just tried processing payment for my account and received the error: A transaction error occurred... -
Payment issues: 5 - Decline
Issue Symptoms My payment was declined due to the error below: [5] Decline. Your credit card has not been charged. ... -
Where can I find a breakdown of my bill?
Question Where can I see my invoices? Answer To view your invoices, navigate to Admin Center. Click the Account ic... -
How do I access an invoice from someone else's account?
Question How do I access an invoice from someone else's account? Answer Only the account owner or a billing admin ca... -
Payment Issues: 430360 - Low Funds
Issue symptoms My payment was declined due to the error below: 430360, 100 -- Not authorised, REJECTED Resolution st... -
Uh-oh! We Were Unable To Process Your Payment
Question Why did I receive the following error message when I signed in to our account: Uh-oh! We Were Unable To Proc... -
Payment Issues: 430306 - Expired Card
Issue symptoms My payment was declined due to the error below: Transaction declined.430306, 100 - Card expired, REJE... -
Payment issues: 51 - Decline
Issue Symptoms I am trying to pay my subscription but I keep receiving the following error: Our credit card processor... -
Can I remove my credit card information from my account subscription?
Question Is it possible to completely remove my current credit card information from my account subscription? Answer ... -
Can I change my account subscription to monthly or annual billing periods?
Question Can I change my subscription billing period to monthly or annual? Answer The account owner and billing admi... -
Can I get a refund for my canceled subscription?
Question Can I get a refund for my canceled subscription, unused agent seats, or time away from the system? Answer No...