# Fix a payment problem

> A payment failed, checkout will not open, you paid but still see Free, or you were charged and did not expect it. What to check and when to write to support.

Source: https://priortasks.com/docs/troubleshooting/payment-problems/
Last updated: 2026-11-05

Payments are handled by Stripe, and Prior never sees your card number. Find the case that fits.

## "The last payment failed"

**Settings → Subscription** shows **Payment failed** and "The last payment failed. Update your card to keep your plan." Prior also emails you "Your Prior payment did not go through".

1. Choose **Update my card** and enter a card that works. Check the expiry date and the funds, and approve the payment with your bank if it asks.
2. Open **Settings → Subscription** again to see **Active**.

Stripe tries the payment again over the next few days. Your plan stays active during these attempts. If the payment never goes through, the subscription ends and your account moves to Free. Your tasks and notes stay, and only the Pro features stop.

## Checkout does not open

- "The payment service did not answer. Try again in a moment." The payment service was busy or unreachable. Wait a minute and try again.
- "Payments are not available on this server yet." Payments are off on the server you are using.
- "Sign in to your Prior account to choose a plan." You must be signed in.
- On the desktop and Android apps, checkout opens in your browser. Come back to Prior when you have paid.

## You paid but still see Free

After a payment, the page says "Payment received. Your plan will appear in a few seconds." Prior asks Stripe for your plan when you return, and it can take a short moment.

1. Open **Settings → Subscription** and wait a few seconds.
2. Reload the page, or close and reopen the app.
3. Check **Billing history**: is there a paid invoice?

If the plan is still Free after a few minutes, write to support with the email of your Prior account, the date and the amount.

## You were charged and did not expect it

- **After a free trial.** The first payment starts by itself when the trial ends. Prior emails you three days before. **Settings → Subscription** and **Billing history** show the date and amount.
- **After cancelling.** Cancelling stops the renewal at the end of the period. If the page says **Ending** with a date, there is no new charge after that date. If it still says **Active** a few minutes after you cancelled, choose **Cancel subscription** again.
- **A yearly renewal.** Prior emails a reminder before a yearly plan renews.

## Refunds

A period that has started is not refunded in proportion, but refunds can be granted case by case. In the EU, consumers have 14 days to withdraw: during a free trial that period runs inside the trial, and without a trial it ends once the service has started if you asked for immediate access. The [terms of sale](/cgv.html) have the details. To ask for a refund or to withdraw, write to contact@priortasks.com with the email of your account.

## Wrong name, address or VAT number on an invoice

Open **Billing portal** in **Settings → Subscription** and update your billing details. See [Find and download your invoices](https://priortasks.com/docs/account/invoices/).

## When to write to support

Write to contact@priortasks.com for a double charge, a payment that does not show, a refund, or an invoice to correct. Give the email of your Prior account, the date, the amount and the last four digits of the card. Never send the full card number or a code.