My card payment failed, or I can't update my card – what should I do?

This article covers the most common card payment problems: an automatic payment that failed, a card that won't save, and updating a card that is about to expire.

"Payment method failed to save changes. Please try again."

This usually appears when you try to edit the expiry date on an existing card. Instead of editing it, remove the old card and add it again:

1. Log in and go to My Account → Payment Methods (https://www.hooplahosting.co.nz/client/account/paymentmethods).
2. Delete the old card.
3. Click Add New Card and enter the card details, including the new expiry date.
4. Set it as the default payment method if you have more than one.

This works for both credit and debit cards.

My automatic payment failed, but there's money in the account

Payments are still taken automatically, but a charge can be declined by your bank or card provider for reasons that have nothing to do with the balance, for example:

• The card has expired or been replaced
• The card has been reported lost or stolen, or cancelled by the bank
• The bank's fraud protection blocked the transaction
• The card doesn't allow online or recurring payments

What to do:

1. If you have a new card, delete the old one and add the new one in Payment Methods as shown above.
2. Open the unpaid invoice from Billing → My Invoices (https://www.hooplahosting.co.nz/client/clientarea.php?action=invoices) and pay it manually.
3. If the card is current and still declined, contact your bank. They can tell you exactly why the charge was refused.

Charges appear on your statement as "HOOPLA HOSTING" or "HOOPLA HOST".

Paying by bank transfer instead

Because of card processing fees, we encourage customers to pay by bank transfer. Our bank account details are shown on every invoice.

• Use the invoice number as the payment reference, exactly as shown on the invoice (for example INV12345). Payments with the correct reference are matched to your invoice automatically, so you don't need to send us proof of payment.
• Make a separate payment, or use a separate reference, for each invoice.
• To switch your default payment method to bank transfer, go to My Account → Account Details (https://www.hooplahosting.co.nz/client/clientarea.php?action=details).

Not every invoice is a monthly renewal. Upgrades are billed as a one-off prorated invoice, and domains are billed separately on their own renewal date. You can see what each invoice is for by opening it in My Invoices.

What if an invoice isn't paid?

Services with overdue invoices are suspended automatically and unsuspended automatically once payment is received. If you're having trouble paying, please contact our Billing team before the due date so we can help. See Non payment for details.