Fix failed payments and billing errors
If a subscription charge or a one-time purchase fails, this article walks you through how to find out, what it means for your account and how to fix it.
How you find out about a failed payment
Dubly.AI does not lock your account when a payment fails — your dubs keep working for as long as you have credits. The signal shows up in one place:
Open My Plan from the sidebar.
Open the Invoices tab.
Any invoice that didn't go through appears with a "Failed" badge. Stripe (our payment processor) also sends an email to the address on your account with the decline reason. That email usually arrives within minutes of the failed charge.
The most common reasons a charge fails
Card expired. The most frequent cause — especially at renewal time.
Insufficient funds on the card.
3-D Secure / bank verification required and not completed.
Issuing bank blocked the charge as suspicious (common for first-time international charges).
Billing address or postal code mismatch at the card level. Dubly only shows a generic "failed" status — the precise reason comes from Stripe's email or your bank.
How to fix it
On the My Plan page, click Manage Subscription. This opens Stripe's secure customer portal in a new tab.
In the portal, update your payment method — add a new card or fix the existing one.
Retry the failed invoice by paying it from the same portal. Most failures succeed immediately once the card is valid again. Once a retry succeeds, your account continues as normal — the next invoice reverts to the regular schedule.
What happens if the payment stays unpaid
Please ensure your payment details are kept up to date. If multiple payment attempts fail without being resolved, we may be forced to temporarily suspend your account and begin a formal dunning process. However, if you think a payment has been handled incorrectly or by mistake, we are here to help please reach out to us at hello@dubly.ai
Updating billing details for future invoices
Company name, billing address, and VAT ID that appear on your invoices are stored on Stripe's customer record, captured during your first checkout. To change them, contact hello@dubly.ai with:
Your account email
The new details (company name, address, VAT ID)
Whether you need a corrected copy of a past invoice We'll update Stripe and re-issue affected invoices if needed.
Still stuck?
If the portal won't load, the retry keeps failing, or the charge went through but you still see "Failed" in Dubly, email hello@dubly.ai with the invoice number from the Invoices tab. We'll check it directly in Stripe and confirm what's happening.