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.
#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.
While live checks wait for a top-up, Sandbox keeps working, so you can keep testing. See testing in sandbox.
Still stuck? Talk to a human.
Include your organization ID if a balance or invoice looks wrong.