Troubleshooting

Learn how to troubleshoot payment issues.

Contributors: Jennifer Hoffman.

Discuss in our Forum Discuss in Slack

Declined Payment Methods

A decline code indicates that your payment cannot be processed. Refer to the documentation on decline code meanings to learn how you can resolve a declined payment.

No Email Notification

When a billing cycle approaches, billing emails are only sent to the billing contact email. The billing contact is set by the Site Owner when they enter a credit card for payment.

To update the email to which notifications are sent, follow the steps in Replace or Update an Old or Expired Credit Card. Use the same card information with a new email address in the Add Payment Method modal to receive emails at a different address while continuing to bill the same card.

If you are the billing contact for an online site plan, check your spam folder, and try adding cse-billing@pantheon.io and noreply@getpantheon.com to your contacts. You can also reach out to your IT department to see if the emails are in quarantine.