# My top-up payment won't go through

Source: https://help.didit.me/billing-credits/top-up-payment-failed
Updated: 2026-11-12

Check Receipts and your balance first: the payment may have worked. Then confirm with your bank, try another browser, and send support the details.

First open **Settings → Billing and plan** and check **Receipts** and your
balance: the payment may already have gone through. If it didn't, approve any
confirmation your bank asks for, pay with a card you type into the **Top up**
dialog or add under **Payment methods**, and retry in another browser or a private window. If it still fails, send
support your organization ID, the amount, the time and the card's last 4 digits.

## 1. Check whether it already worked

Open **Settings → Billing and plan**. Every top-up that went through has a receipt under **Receipts**, and the balance on **Overview** includes it. Failed charges are listed there too, without a receipt.

Top-ups are per organization. If you belong to more than one, check the organization you were in when you paid: the money may have reached the other one.

Card payments settle quickly; SEPA, ACH and crypto take longer. See [top-ups, invoices and payment methods](https://help.didit.me/billing-credits/top-ups-invoices-and-payments).

## 2. Read the message you got

| What you see | What to do |
|---|---|
| **"We're having trouble processing your request. Please try again in a moment."** | Try again a little later, or with another card. If your bank shows no attempted charge at all, the payment stopped before it reached your bank, so it isn't your card: send support the details below |
| **Pay with** shows **Unavailable**, or the card form doesn't load | Open the console in another browser or a private window, with ad blockers turned off, and try again |
| **"Another top-up for this organization is still being paid. Try again once it finishes."** | An earlier payment hasn't finished, and new top-ups wait for it. See below |
| Your bank or card app asks you to approve the payment | Approve it. A payment your bank asked you to confirm and that wasn't confirmed stays unfinished, and blocks the next top-up |

## 3. Check the card you are paying with

The **Top up** dialog pays with one of your saved cards or with a new card you type in. Your saved cards live under **Settings → Billing and plan → Payment methods**, in the order they are charged: if a card is declined, the next one is charged right away.

- If the card you want doesn't appear under **Pay with**, add it under **Payment methods** with **Add a card**, or type it into the dialog as a new card.
- If your bank declined the card when you added it, nothing was saved or charged: try another card, or ask your bank why it was declined.
- A card with a backup behind it keeps your plan and auto top-up going when the first card is declined, so add a second card if you depend on auto top-up.

## When an earlier top-up is still being paid

**"Another top-up for this organization is still being paid"** means a previous payment for your organization wasn't completed, and new top-ups are blocked until it is. It usually happens when:

- your bank asked you to confirm a payment (for example with 3D Secure) and it wasn't confirmed;
- you paid with a method that takes time to confirm, such as a voucher or a bank transfer;
- auto top-up started a payment when it was turned on.

If you know a confirmation step is still waiting, complete it. Otherwise, contact support with the details below and say which payment method you used and whether your bank asked you to confirm a payment.

## What to send support

Ask **Ask Didit** in the console to contact support, or email **hello@didit.me**, with:

- your **organization ID** (in **Settings → General**);
- the **amount** you tried to top up;
- the **date and time**, with the time zone (UTC is easiest);
- the **card brand and its last 4 digits**, never the full number;
- whether your bank shows the charge as pending, declined, taken or not there at all;
- a **screenshot** of the error.

See [how to reach Didit support](https://help.didit.me/getting-started/contacting-didit-support).

> **Note:** While live checks wait for a top-up, Sandbox keeps working, so you can keep
> testing. See [testing in sandbox](https://help.didit.me/getting-started/sandbox-and-testing).