Fix a checkout that failed or did not finish

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.

Updated 3 min read

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.

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.

  1. 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.

  2. Pick the plan again

    Choose the same plan and billing period. Plans and limits lists what each includes if you want to reconsider.

  3. 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:

MessageWhat 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 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 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.
  • 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.

Fix a failed payment or an on-hold plan When a renewal payment fails after you subscribe. Change your plan Move between plans once you are subscribed. Compare 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.

Was this article helpful?

Account and billing Fix a failed payment or an on-hold plan Solo and above What on hold and payment failed mean, what stops while a charge is unpaid, and how to update your card so the plan and your agents come back. Account and billing Change your plan Solo and above Upgrade or downgrade between Solo, Growth, and Enterprise, switch between monthly and yearly billing, and see what happens when you are over a smaller cap. Account and billing Compare plans and limits What Free, Solo, Growth, Enterprise, and Agency include: prices, members, watched profiles, keywords, and which features need a paid plan.

Still stuck?

Send us the article you were following and what happened. We answer from the same inbox that writes these pages.

Email support

↑↓ to move ↵ to open esc to close