My payment failed or my card was declined

When a payment fails, nothing is charged and no credits are added. For a pack or single session, you can simply try again with another card. For a membership, Stripe tries the payment again on your gym's schedule, and you can update your card at any time with Manage membership. Credits for that month arrive once a payment goes through.

Before you begin#

• Have a working card, or a different one.
• Know whether the failed payment was a one-time purchase or a monthly membership.

Fix a failed pack or single-session payment#

1. Read the message on the Stripe checkout page. It usually says why the card was declined.
2. Try another card, or check the card details and billing postcode.
3. Pay again. Your credits are added as soon as the payment succeeds.

Fix a failed membership payment#

1. Open Payments in the portal, or the Wallet tab in the app.
2. Select Manage membership. Stripe's portal opens in your browser.
3. Update your payment method.
4. Pay any open invoice shown in the portal, if it offers to.
5. Return to the portal or app. The month's credits appear once the payment succeeds.

Why cards are declined#

Common mistakes#

Booking with credits that haven't arrived#

A membership's credits for the month only arrive after a successful payment. If a renewal failed, your balance won't go up until it's paid.

Cancelling to stop failed payment emails#

Cancelling stops future charges but doesn't clear an amount already owed. Update your card first, then cancel if you want to.

Updating the card at another gym#

Each gym bills separately. Update the card with Manage membership at the gym that sent the failure notice.

Paying twice after a failed checkout#

If checkout showed an error but your bank shows a pending amount, it's usually a temporary hold that drops off by itself. Check Purchase history for a Paid entry before paying again, so you aren't charged twice.

Troubleshooting#

• Did the payment fail at checkout for a pack?
  • Yes
    Try another card. If every card fails, contact your bank.
  • No
    Go to the next question.
• Is it a membership on a contract?
  • Yes
    You can still update your card with Manage membership. To change the contract itself, contact your gym. See Why you can't cancel a contract yourself.
  • No
    Update your card as described above.

Levflex never sees or stores your card details. Stripe holds them for your gym.