What to do if your account is offline

Your account may have been set to offline if there was an error with your subscription payment.

Why is my account offline?

Your account may be set to offline if there's a billing issue that's preventing us from charging your card, such as insufficient funds or expired card details. When a subscription payment fails, the charge will be automatically retried a few times over the next week, and if the payment is still unsuccessful after one week, your account will go offline.

How to get your account back online

If your account is offline due to a failed payment, it'll automatically go back online after a payment is made.

If you need to update the payment method on your account, you can navigate to Settings > Billing and click Update Information in the top right, enter your new card details, and click Update.

If you don't want to change your payment method, you can contact your bank to resolve the issue that's preventing us from charging your current card. After you contact your bank, please send us an email at support@resurva.com, and we'll try to charge the card again.

Common reasons for failed payments

A subscription payment may fail if the payment method on your account is expired or has insufficient funds. If you've never used your card on Resurva before, your bank may also be preventing the charge as a security measure, or the card may not be authorized to make online payments. If you're not sure why your payment has failed, you can reach out to your bank to ask about the transaction, and they'll be able to see more information and clear up any possible errors.