My Payment is Not Acknowledged / Issues with Payment
The Invoices section allows you to review your payment history and download your invoices. If you are experiencing issues with making a payment, here are some steps to follow:
Check your bank statement: In most cases, if the payment does not seem to have been acknowledged, it's because it failed. Check your statement to confirm the transaction. If the payment was successful, we will always send you a confirmation email, along with your invoice.
Understanding reasons for payment denial: Several factors can lead to a payment being declined by your bank or our payment provider. This may include exceeding your card's payment limits, or suspicion of fraud related to unusual location or time of payment. If your attempts to pay by credit card fail, we recommend using PayPal as an alternative.
Special case: payment made but payment request received. If you have made a payment, received our confirmation message with the invoice, but then receive another message asking for payment, this could mean that you have multiple portfolios associated with your user account. The message received pertains to a different portfolio than the one you have recently paid for. To check this situation, go to the My Portfolios section (or "My Portfolio" if you manage only one portfolio on your user account).