This article discusses how to troubleshoot if your payment fails when you are purchasing or renewing a Vimeo plan.
⚠️Note: Please follow the steps below to troubleshoot the payment issue. If the problem persists, reach out to our support team.
In this article:
How to troubleshoot a failed payment
If your payment information is not being accepted during the payment process, there are a few steps you can take to troubleshoot the issue:
- Double-check the expiration date: Verify that you have entered the correct expiration date for your credit card. If your card has recently been renewed, make sure you are using the updated expiration date.
- Verify the zip code: Ensure that the zip code you entered during the payment process matches the billing address associated with your credit card. If you have recently moved or changed your billing address, update the zip code accordingly.
- Check the CVV: The CVV (Card Verification Value) is a three-digit or four-digit security code located on the back of most credit cards. Make sure you have entered the CVV correctly. If your card has a scratched or illegible CVV, contact your credit card issuer for assistance.
- If you are based in India, ensure international transactions are enabled on your payment method. Please check with your bank or card issuer to confirm this information.
- Clear cache: Clearing your browser's cache removes temporary data that your browser has stored. This can often resolve common issues with a website's loading or formatting.
- Incognito mode: Try using an incognito (or private) browsing window to complete the process. Switching to a different web browser can also resolve the issue.
⚠️Note: It’s always best to contact your bank or card issuer for more information if you are unable to add, change, or save your credit card details to your account.
Understanding specific error messages
Error: Some information could not be verified. Please check the information or try a different card.
If you’re receiving this error message, then it’s likely that there’s something wrong with the details of your payment method, such as the billing address. We suggest checking what your bank has on file and updating it if necessary, then retrying.
⚠️Note: If you are having trouble renewing an existing Vimeo plan, you can also try changing your payment method.
How do I report an issue with my subscription payment?
Please contact Vimeo Support using our contact form if:
- You have tried all the steps above, and your card still doesn't work.
- You were charged twice for the same transaction.
Please include the exact error message you received in our contact form.