Showing results for 
Search instead for 
Did you mean: 
Level 1
I am currently using QB on line. I changed my subscription payment information. I just received an email that said to update the subscription payment information. When I opened QB the information is correct and was updated. however I was notified that the payment didn't go through
QuickBooks Team

Welcome to the Community, @acoccomo.


There are possible reasons why your subscription payment didn't go through. Here are some of them:


  • Card listed in the "negative file" (e.g., lost/stolen, pickup requested, etc.)
  • General decline, no other information provided by the processor.
  • The issuing bank will not electronically authorize the credit card.
  • Billing Address in QuickBooks Online does not match the address on your credit card statement.
  • Prepaid cards (we do not accept prepaid cards due to the address verification process that we use)
  • Card billing address must be US based (currently we do not accept credit cards with billing addresses in US Territories such as American Samoa, Puerto Rico, & The U.S. Virgin Islands)

To ensure your subscription payment will be successful, you can consider updating it with new credit card information. This way, you won't encounter any issues with your subscription payment.


I'm adding this article for more details: Credit card declined for QuickBooks Online subscription.


Also, I still recommend reaching out to our Phone Support Team so they can check on your account in a secure environment and help you verify your payment information.


Keep in touch if you need any more assistance with this, or there's something else I can do for you. I've got your back. Have a good day.

QuickBooks Team

I'm back to ensure everything is working, @acoccomo.


May I ask if you were able to change your payment information and pay the subscription? If you need more clarification on this, just leave a comment below. I'll be sure to get back to you.


Wishing you all the best.

Sign in for the best experience
Ask questions, get answers, and join our large community of QuickBooks users.
Sign In / Sign Up

Need to get in touch?

Contact us