A declined payment is almost always caused by the card or the bank. These checks fix most cases in a few minutes.
Pay through Apple, Google Play, Amazon or Roku? Then the store takes the payment. Update your payment method in that store, not on Passionflix.
Declined when you subscribe
- Complete your bank's security check. Many banks show a pop-up or send a code to confirm online payments (often called 3-D Secure). If you close it or it times out, the payment fails. Try again and approve it.
- Check the card details: number, expiry date, security code and billing ZIP or postcode.
- Make sure the card allows online and international payments. Some cards block them by default. Prepaid cards aren't accepted.
- Try another browser, or another card or PayPal.
- Still declined? Call your bank and ask them to allow the payment to Passionflix, then try again.
Your renewal payment failed
- Sign in at watch.passionflix.com.
- Go to "You", then "Payment", and choose "Update Payment".
Go straight to payment settings
We email you when a renewal payment fails, and we retry the payment automatically within a few days. Once you've updated your card, there's nothing else to do. If the payment keeps failing, the subscription ends and you'll need to subscribe again.
Money was taken but you still can't watch
Sometimes a payment shows as taken or "pending" but the subscription doesn't appear. Don't pay again. First check you're signed in with the right account, using I'm paying but can't watch. If it still doesn't show, email us.
Still stuck?
Email support@passionflix.com with:
- the email address you sign in with
- the exact error message, and whether it happened when subscribing or at renewal
- whether you used a card or PayPal, and the last 4 digits of the card
Never send your full card number.