Things like this can happen, and there are a few different reasons for that. The most common reasons are:
- Insufficient funds
- The card is becoming expired
- The issuing bank has put a restriction on the card
- The card information needs to be updated
- (For reactivations/retail orders/first subscription box) the transaction might be flagged as fraudulent by our third-party billing security system
We have an automated billing system which will try to renew your subscription once on your renewal date, and again the following day. If it can't go through that time, it will attempt the next Friday again. If the transaction can't process after that 3rd attempt, the subscription expires. Reactivating the account or making a new one is easy!
If your card has been issued from outside of the United States, please be aware that in rare cases, your financial institution may prevent purchase or renewal from taking place. If you suspect this may be happening, we recommend reaching out to the ZampleBox customer support team and/or your financial institution to learn more.
For cases of transactions being flagged as "fraud," it for sure is not a hopeless case. There are instances wherein the system tags it by mistake, and when that happens, we can take a second look and manually push the transaction to go through and initiate the payment processing. All you need to do is contact us.
If your card needs to be updated, you may update it yourself right at your account dashboard page under Payment Methods.
If your bank has put restrictions on your card, it is best to contact them.