Why has my payment failed?
Your payment with Tails.com can fail for several reasons, most commonly because your card has expired or there are insufficient funds in your account.
Update payment details
If your card has expired, you can update this by following the instructions here.
If you use Paypal and your card has expired, you’ll need to update the card linked to your Paypal account via Paypal.
We’ll automatically attempt to take payment several times, so if any payment issues on your end have been fixed everything should go through successfully.
If we’re able to take payment, we’ll send you an email to let you know that your dog’s food is on it’s way. If we’re still unable to take payment, we’ll email you to let you know this.
Change your billing date
If you need to change your billing date for an upcoming order or an order in progress, have a read of this article How do I change my tails.com billing date?
Please note: We’ll attempt to take payment for an order in progress several times. If we’re unable to successfully take payment after these attempts, the order will be cancelled, however your ongoing orders will remain active unless you choose to pause or cancel.
SCA Authentication
Sometimes you may be asked to re-authenticate your payment details you have saved on your account.
If you've received an SCA Authentication email can you please:
- Follow the link in the email you've received and authenticate the payment
- If it doesn't work the device you've used, try a different device or browser
If you're still struggling and this doesn't seem to be working then please get in touch with us here.