What to do when a payment fails
Understand a declined or failed payment and retry it safely.
OXWritten by oXnames SupportChecked against the current Knox workflow
WHERE TO GO IN YOUR ACCOUNTKnox > Billing & invoices > Open the failed invoice
Get the right details ready
Check the failure email and invoice once. Have an alternative payment method available, but avoid repeated rapid attempts.
Security first. Never include account passwords, card details or authentication codes in a support ticket.
FOLLOW THESE STEPS
Make the change in Knox
Work through each step in order. Keep this guide open in another tab if that is easier.
- 1
Open the unpaid invoice and check the payment status shown at the top.
- 2
Confirm that your billing name and address are current under Account details.
- 3
Retry with the saved payment method or choose another available method.
- 4
If the bank still declines the payment, contact the card issuer before trying repeatedly.
WHAT HAPPENS NEXT
Check that it worked
After a successful retry the invoice changes to Paid and Knox records the payment confirmation.
IF IT DOES NOT LOOK RIGHT
Try this before contacting support
Refresh the invoice once. If the status still looks wrong, do not submit the same payment repeatedly; open a support ticket and include the invoice number.
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