Why was my card declined or charged incorrectly?Updated 3 hours ago
Quick answer
If your card was declined, update your payment method in your Adegen account and your subscription charge will retry automatically. If you see a charge you don't recognize, a double charge, or any billing issue, message support with the order number(s) and we'll investigate. Refunds for confirmed billing errors are issued to your original payment method, typically within 5–10 business days of approval.
Why a Card Gets Declined
The most common reasons a subscription charge fails:
- The card on file expired or was reissued with a new number
- Insufficient funds at the moment of the charge
- A fraud hold or block placed by your bank (often cleared with a quick call to them)
- A billing-address or CVV mismatch
How to Update Your Payment Method
- Log in to your Adegen account.
- Go to your payment settings.
- Add or update your card and save.
Once your payment method is current, the system retries the charge automatically, and you don't need to place a new order.
What "Your Card Failed Again" Means
If a charge fails, we retry it and email you. If payment still can't be processed within 7 days of the first failed attempt, your subscription is paused so you don't miss a charge silently. It stays paused until you update your payment information, at which point your treatment resumes. We don't process a manual one-time charge to bridge a failed subscription payment. Updating the card on file is the way to get back on track.
Double Charge or a Charge You Don't Recognize
Message support with the order number(s) and the dates/amounts of the charges. We'll pull your billing history and trace it. If we confirm a billing error, we'll refund it to your original payment method.
Refund Timing for Billing Errors
Approved refunds go back to your original payment method within 5–10 business days of approval, depending on your bank. You'll get an email confirmation when the refund is processed. If it's been more than 10 business days after that confirmation, check with your bank first, since posting times vary by institution.
A Note Before Disputing a Charge With Your Bank
If something looks wrong, please reach out to us before filing a chargeback, since we can almost always resolve it directly and faster. Filing a chargeback before contacting us can pause your account while the dispute is investigated.
When to Escalate
Billing disputes over $100, repeated payment failures after you've updated your card, or any suspected unauthorized charge are handled by a member of our team, so message support and we'll take it from there.
Next steps
- Update your card in your account to clear a decline.
- Message support with order numbers for any charge that looks wrong.
- See our guide on tracking a refund that's already in motion.