A failed payment usually happens in one of two situations: the guest cannot pay a required deposit, or your subscription renewal fails.
Failed guest deposit
If a guest deposit fails, the payment does not complete successfully. The guest sees a payment error on the payment page and may need to retry the payment.
- Incorrect card data: the guest needs to enter the card details again
- Insufficient funds: the charge amount exceeds the available balance or limit
- 3D Secure rejection: the bank-side authentication was not completed successfully
- Expired card: the guest needs to try another card
TipIf guests often report failed deposit payments, ask them to try another card. If this becomes common, consider making deposits optional instead of mandatory.
Failed subscription renewal
- Check the email Bokko sends about the failed renewal, then open the Subscription page.
- Open the Customer Portal from there and review the saved payment method.
- Replace the card if it has expired or the bank keeps rejecting it.
- If the renewal stays unpaid through the grace period, the subscription can move into a blocked state.
WarningIf the subscription is not recovered during the current grace period, Bokko can block paid-plan access. Update your payment details as soon as possible.