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A payment failed

Payment failures fall into three cases: the card is declined right away when you upgrade or add seats; the result of a payment couldn’t be confirmed; or a monthly renewal fails.

All billing tasks happen in the Billing tab. Open your avatar at the bottom of the navigation rail (Account menu) → the gear on the workspace’s row ({name} settings) → Workspace settings → Billing tab. There is no direct URL, and guests have no gear. Only owners and admins can change the card or pay again; members see Only owners or admins can change billing.

An upgrade or seat payment was declined

Section titled “An upgrade or seat payment was declined”

If the card is declined when you select Pay and start or Pay and add, the plan and seats don’t change, and you see one of these:

Message What to do
The payment failed due to an exceeded limit or insufficient balance. Try another card or contact your card company. Switch to another card or contact your card company.
This card can't be used (stopped, lost, or restricted). Please register another card. Register a different card.
The card details are invalid. Please register the card again. Register the card again.
The card company declined the payment. Please contact your card company. Contact your card company.

For other decline reasons, you may see The payment provider rejected the card registration. Please try again.

To use another card, select Change card in the subscribe dialog or under Payment method (see Change or remove the card), then pay again.

You see “We couldn’t confirm the result of the payment request”

Section titled “You see “We couldn’t confirm the result of the payment request””

If a connection problem occurs during payment, you may see:

We couldn’t confirm the result of the payment request. To avoid a duplicate charge, don’t retry right away — check your payment history shortly.

This means it’s not yet known whether the payment went through.

  1. Don’t pay again right away. You could be charged twice.
  2. After a little while, open the Billing tab again and check whether the plan changed.
  3. The MashNote app has no payment history screen. Check the “payment history” the message mentions in your card company’s app or card statement. Charges carry order names such as MashNote Plus {n}석 월 구독, MashNote Business {n}석 월 구독, MashNote Plus 좌석 {n}석 추가 and MashNote Business 좌석 {n}석 추가 (these stay in Korean: “{n}-seat monthly subscription” or “add {n} seats”).
  4. If your card was charged but the plan didn’t change, or you can’t tell what happened, contact us through Help & feedback at the bottom-right of the app.

A monthly renewal failed

Section titled “A monthly renewal failed”

How renewal works

Section titled “How renewal works”
  • The subscription renews automatically each month on the charge date, using the registered card. Renewal charges run once a day (around 4:00 a.m. Korea time) after the charge date.
  • If the card is declined, the workspace keeps its current plan, and the charge is retried daily during a grace period.
  • If payment still hasn’t gone through when the grace period ends, the workspace switches to Free. What changes on Free is the same as in After the switch to Free.

You won’t get a separate notice

Section titled “You won’t get a separate notice”

Currently, when a renewal fails, the app shows no warning and sends no email. Owners and admins should:

  • check the registered card’s expiry date and limit ahead of time;
  • around the charge date, look on your card statement for a MashNote Plus {n}석 월 갱신 or MashNote Business {n}석 월 갱신 charge (Korean for “{n}-seat monthly renewal”);
  • if Next charge: {date} · {amount} in Manage subscription still shows a date that has already passed, the renewal may not have gone through yet.

How to fix it

Section titled “How to fix it”
  1. Under Payment method in the Billing tab, select Change card and switch to a card that works (see Change or remove the card).
  2. The next day’s retry charges the new card. If payment goes through within the grace period, the subscription continues normally.

If you don’t want to renew, cancel the subscription.

Other billing messages

Section titled “Other billing messages”
Message What it means and what to do
The stored payment key can't be read. Please register your card again. The registered card details can’t be used. Register the card again with Change card.
No payment method is registered. No card is registered. Register one in the subscribe dialog when you upgrade.
Billing is not configured. Please contact an administrator. A billing setup problem on our side; your workspace admins can’t fix it. Contact us through Help & feedback.
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