Why does it say my payment didn't go through?
A payment that does not go through puts a banner across the top of Goose, wherever you are on the platform. It means the last charge on your account was declined, and it needs a new payment method. You have a short window to sort it out, and your access carries on as normal while you do. That window is seven days if you pay by card, and fourteen days if you pay by bank transfer.
How to fix it
- Go to Billing & Membership in your account settings.
- Select Manage Billing.
- Enter a new card and select Update payment method.
Your access comes back when the payment clears, not at the moment you save the card. A card usually clears within minutes. A bank payment can take several days, and you keep your access while it settles.
If the window closes
You will land on a page saying your access is paused, with a button to manage payment options. You can always reach Billing & Membership from there, even when the rest of your Goose access is disabled.
Only what failed is affected. If your membership is paid, and an add-on cannot be charged, the add-on content locks, and the rest of Goose continues working.
Frequently asked questions
I saved a new card, and I am still locked out.
Saving a card and taking a payment are two different transactions. Give it a few minutes for a card, or a few days for a bank payment. If it has been longer than that, contact support.
The message does not say what failed.
Contact support, and we will tell you which charge it was.
I am a member of my agency’s subscription. Why am I seeing this?
Your account admin holds the payment method for everyone on the membership. Let them know, and your access will return once they have resolved the billing issue.