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Why your card may be refused
We are based in London, UK so your bank may be refusing the charge if it's an overseas payment. Please contact your card issuer to ask why they are not permitting the charge. If they cannot see any attempted charges from Touch Stay, contact us via the chat or at [email protected] and we'll investigate.
It's also worth checking that your card hasn't expired or that there are sufficient funds or credit limit. It may sound obvious but this is sometimes the issue.
How to update your credit card or debit card payment details
Open the Billing page. New Hub: click your name in the bottom-left corner of the sidebar, then Billing. Legacy Hub: click the profile icon at the top right, then Billing.
Click Manage Subscription.
Select Change billing details.
From here you can add a new payment card and set it as the default for your subscription.
If your subscription is paused, the Billing page also shows a Change billing details button. Click it to update your card. If there's no Manage Subscription or Change billing details button, you are most likely on manual billing. Please contact us and we'll check and let you know how to change your card.
🤝 Need help?
Our Fin AI assistant is available 24/7 and typically responds in under 10 seconds. If Fin isn't able to solve your issue, our support team will take ownership of your case from there.
You can also reach out to our team at [email protected], and we'll be happy to help.