Carefully verify that all billing details match exactly what your bank or card issuer has on file. Even small discrepancies can cause a payment to fail.

Double-check the following:

PayPal users: Log into your PayPal account and re-verify your billing and payment information to ensure accuracy.

Payments may be declined even when sufficient funds are available. Common reasons include fraud prevention measures, card issuer restrictions, or temporary security holds.

Because ScreenCloud is based in London, all payments are processed as international transactions. If you are using a U.S.-issued card, confirm with your bank that your card is authorized for international purchases. Some banks block overseas transactions by default.

If your card continues to be declined, contact your bank to check for:

You may also notice an un-captured transaction on your statement. This is a temporary authorization from a declined attempt, not a completed charge, and will be automatically reversed within your bank's standard processing timeframe.

For more details, see Stripe's article on declined charges.

Unexpected charges on your ScreenCloud invoice can occur in two situations. First, when a new screen is paired to your account without an available free license, ScreenCloud automatically adds a new license and bills you a prorated amount for the remaining time in your current billing cycle. Second, if someone reinstalls the ScreenCloud app and pairs a device without first removing the old screen from Studio, this can also result in an additional charge.

If you plan to increase the number of licenses, ensure your payment card is updated and saved to your subscription beforehand to avoid charges being applied to an outdated card. Regularly review your license allocation in ScreenCloud Studio to avoid unexpected charges or issues with paired devices.

If your payment details are correct but the issue persists:

If your subscription remains cancelled after a payment attempt, the card issuer may have rejected the transaction. Even if funds appear held in your account, the payment may not have settled with ScreenCloud. Ensure a successful payment is processed to reactivate your subscription.

A pending charge may appear if your bank placed a payment authorization hold, but the payment did not clear on ScreenCloud's side. The hold will drop off automatically if the charge didn't complete. Submit a successful payment to reactivate your subscription.

If you encounter errors when reactivating, it may be due to a logic conflict — for example, attempting to process an outstanding invoice while setting up an annual subscription. Resolve any pending invoices first, then retry updating your details. Make sure you have the correct user permissions to update payment details as well.

To reactivate a cancelled monthly subscription, you must pay both the outstanding invoice and the new monthly invoice generated at reactivation. Once both payments are successfully processed, your subscription will be reactivated.

When reactivating a suspended account, the system may attempt to charge the previously saved card before accepting new card details. If the old card charge fails, the update may be declined. Reactivate the account first, then re-enter your new card details.

You can request ScreenCloud's bank details to pay by bank transfer in your preferred currency (GBP, USD, CAD, EUR). Once the transfer is received and applied, your subscription can be reactivated. Contact ScreenCloud Support to arrange this.

Invoice billing is available for accounts on an annual subscription with 5 or more licenses. Accounts on direct debit or card payments are not eligible unless moved to invoice billing. Eligible accounts can be configured for invoice billing with standard Net 30 payment terms. Contact support to request this.

This error occurs when your account fails location validation, often due to a missing VAT number. Adding your VAT number to your billing profile should resolve the issue.

If the issue continues after completing the above steps, reach out to ScreenCloud Support and include: