# Fix a checkout that failed or did not finish

URL: https://useembers.com/help/troubleshooting/checkout-failed/
Category: Troubleshooting
Updated: 2026-09-29
Last verified: 2026-09-29

> What the Payment failed screen and the checkout errors mean when you pick a plan in Embers, why nothing was charged, and how to try again.

Picking a plan sends you to the payment page and back to Embers, which then waits for the payment to confirm. If the payment fails or you cancel, Embers shows a **Payment failed** screen instead. This article covers that first purchase. A renewal that fails later is a different state, covered in [payment failed or your plan is on hold](/help/account-and-billing/payment-failed-and-on-hold/).

Only the account owner can open **Settings**, then **Billing** (`/settings/billing`) and check out.

## Payment failed

The screen reads `We weren't able to process your payment. Don't worry - no charges were made to your account.` and lists three common fixes: check the card details, make sure the card has funds, or try a different payment method. Closing or cancelling the payment page lands here too.

### Choose Try Again

**Try Again** drops the old checkout and takes you to **Settings**, then **Billing** to start a new one. While it works, the button reads **Starting a new checkout**.

### Pick the plan again

Choose the same plan and billing period. [Plans and limits](/help/account-and-billing/plans-and-limits/) lists what each includes if you want to reconsider.

### Pay with a card that allows the charge

If your bank declined the charge, approve it with the bank, or use another card.

**Go to Dashboard** leaves without retrying. Your workspace, trial, and leads are unchanged.

## Checkout would not start

These appear on the plan screen before the payment page opens:

| Message | What to do |
| --- | --- |
| `Checkout took too long to start. Please try again.` | Try again. The payment page did not answer in time |
| `We could not reach checkout. Check your connection and try again.` | Check your connection, VPN, or an extension that blocks payment pages |
| `Checkout started but the payment page did not load. Please try again.` | Try again. If it repeats, try another browser |
| `You already have an active subscription. Use plan change instead.` | You are already subscribed. [Change your plan](/help/account-and-billing/change-plan/) instead of checking out again |
| `Failed to start checkout. Please try again.` | Try once more, then contact support |

## Waiting after payment

After a successful payment Embers shows **Confirming your subscription**, then **Finishing setup** with `Payment received. We are syncing your account, this can take up to a minute.`, then **Plan activated** and sends you back into the app.

If a minute passes, the screen says **This is taking a little longer than usual**:

- `Your payment went through.` means the charge succeeded. Choose **Continue to Embers**; the plan finishes switching on in the background.
- Otherwise choose **Check again** after a moment. Do not start a second checkout while the first is still confirming.

Once the plan is active, any agents Embers paused for the plan resume and start a scan. See [why your agents stopped scanning](/help/troubleshooting/agents-not-scanning/) if they do not.

## Troubleshooting

- **The card was charged but Embers still shows the trial or Free.** Choose **Check again** on the waiting screen, or reload **Settings**, then **Billing** after a minute. If it is still not active, email viraj@useembers.com with the time of the payment and the email on the receipt.
- **You see a charge on the day you checked out, mid-trial.** Checkout always charges that day and ends the trial. That is expected. See [the free trial](/help/account-and-billing/free-trial/).
- **You cannot see Billing in Settings.** You are not the account owner. Ask the owner to check out.

Email viraj@useembers.com if checkout keeps failing with a card that works elsewhere. Other billing questions are answered in the [frequently asked questions](/help/troubleshooting/faq/#trial-plans-and-billing).

## Related

- [Fix a failed payment or an on-hold plan](/help/account-and-billing/payment-failed-and-on-hold/): When a renewal payment fails after you subscribe.

- [Change your plan](/help/account-and-billing/change-plan/): Move between plans once you are subscribed.

- [Compare plans and limits](/help/account-and-billing/plans-and-limits/): What each plan includes.

## Frequently asked questions

**Was I charged when checkout failed?**

No. The Payment failed screen appears only when the payment did not go through or the checkout was cancelled, and it says no charge was made.

**Can a team member pick the plan?**

No. Billing belongs to the account owner. Members see a note that the owner needs to pick a plan.

**Does checking out during the free trial keep the rest of the trial?**

No. Every checkout charges that day. Picking a plan mid-trial ends the trial, lifts the engager cap, and unlocks contact details.