This article explains how to fix common problems when updating your payment details in Rewind, such as unavailable buttons, declined cards, postal code errors, and reactivating an expired or cancelled subscription. It applies to subscriptions billed directly by Rewind.
Applies to
- Subscriptions billed directly by Rewind
- Updating payment details in Billing & subscriptions or on the Plan & billing page
Common problems and solutions
Buttons and access
The Edit or Manage button is greyed out
Why this happens:
- You don't have the Organization Owner or Organization Admin role.
- Your subscription is billed through a marketplace, not by Rewind.
How to fix it:
- Ask an Organization Owner or Organization Admin in your organization to update the payment details.
- If you pay through a marketplace, update your payment method in the marketplace.
Your trial ended or your subscription was cancelled
Why this happens:
- When a trial ends or a subscription is cancelled, there's no card to edit. On the Plan & billing page you see "None selected". In Billing & subscriptions, you see "No active plan".
How to fix it:
- Click View Plans, choose a plan, and enter your card to start your backups again.
- If View Plans isn't available for your integration, contact help@rewind.com.
Card and form errors
Your card is declined or won't save
Why this happens:
- The billing address doesn't match the address on file with your card provider.
- A browser extension, such as an ad blocker, is blocking the payment form.
How to fix it:
- Check that the billing address you entered matches the address on file with your card provider.
- Try adding your card in a private or incognito browser window.
- Turn off browser extensions that might block the payment form, then try again.
You can't enter your postal code or ZIP code
Why this happens:
- The postal code isn't a separate field. It's part of the Credit Card field.
How to fix it:
- Type your postal code in the Credit Card field, after the card number, expiry date, and security code.
- If you still can't enter it, try a private or incognito browser window.
- If the problem continues, take a screenshot of what you see and contact support.
Payment failures
Your payment fails after you've updated your payment details
How to fix it:
- Contact help@rewind.com. Support can look up why the payment failed.
If the problem continues
Contact help@rewind.com and include:
- A screenshot of the error or what you see
- The integration and the store or instance you're updating
- The steps you've already tried
Related articles
- How to update your payment information — Explains how to update your payment method.
Need help?
If you have questions or need assistance, contact help@rewind.com or submit a request.