What to do if a payment fails

Your SOUS subscription is paid automatically by card or SEPA direct debit. If a payment doesn't go through, we'll let you know by email. Here's how to sort it out.

• Card declined or insufficient funds: make sure there's enough money on the account. We'll then try the payment again.

• Expired card: update your card details in the billing portal. If you're not sure where to find it, contact us and we'll send you a link.

• Direct debit mandate not accepted: if you pay by SEPA direct debit, the mandate needs to be accepted before we can collect payments. If this step wasn't completed, we'll send you the link again.

You'll receive reminders by email, and we may call you to help resolve it. If an invoice remains unpaid after a formal notice, access to the SOUS portal and Spotlight can be suspended, in line with our Terms and Conditions. We'd always rather solve it together, so please get in touch as soon as you can.

Questions about an invoice? Contact us.