Failed payment troubleshooting

Why payments fail and how to fix them quickly.

If a payment to CVViZ failed — either an upgrade you tried to make, or an auto-renewal that didn't go through — this article walks through what to check and how to retry. CVViZ does not run an automated dunning workflow; retries are manual, started by you from the Billing page.

How a failed payment surfaces

  • The Razorpay popup may close with an error, or the on-screen message after submitting reads:"Payment failed. Please try again or contact support."
  • The matching invoice in Settings → Billing → Invoices stays as a red Unpaid badge.
  • For auto-renewals, your plan may flip to expired at the next cycle if Razorpay's own retries also fail.

While we're verifying the payment, you'll see status messages from CVViZ:

  • Processing payment... — status is PENDING.
  • Generating invoice and activating subscription... — status is PROCESSING.
  • Payment successful! — status is COMPLETED.
  • Payment verification failed. — status is FAILED.

CVViZ polls payment status every ~3 seconds for up to ~2 minutes. If it doesn't hit COMPLETED in that window, treat it as failed and retry.

Step 1 — Check the obvious

Most failures come from the card or bank, not from CVViZ. Before retrying:

  • Funds and limits — check that the card has sufficient balance / credit limit.
  • Card expiry — expired cards get rejected silently in some banks.
  • OTP / 3-D Secure — Indian and many international cards require an OTP step. Closing the OTP popup or letting it time out reads as a failure.
  • International payments enabled — some Indian cards have international transactions disabled by default; enable them in your bank's app if your CVViZ plan is billed in USD.
  • Bank fraud block — first-time payments to a new merchant are sometimes auto-declined. Approve the attempt in your bank app and retry.
  • Pop-up blockers — make sure pop-ups are allowed for app.cvviz.com so the Razorpay window can open.

Step 2 — Retry the payment

There's no "retry" button on a failed invoice. Re-trigger the same flow:

For a failed plan upgrade or top-up

  1. Open Settings → Billing.
  2. Click Upgrade Plan, or Increase Limit on the relevant Usage & Limits row, or Add on the add-on you wanted.
  3. Re-enter the same plan / quantity and complete checkout.
  4. If you'd already been charged for the failed attempt, the invoice will still show Unpaid until you contact support — Razorpay's preauth holds usually drop off your statement on their own (typically 5–7 business days).

For a failed auto-renewal

Razorpay automatically retries failed subscription charges on its own schedule (typically over a few days). You'll get email from Razorpay if it succeeds on a later retry. If you want to push it forward yourself:

  1. Cancel auto-renewal from the banner on the Plan tab (this stops further Razorpay retries on the broken mandate).
  2. Re-subscribe via Upgrade Plan with a working card. A new mandate is created and your plan is re-activated.

Mid-cycle re-subscription uses prorated pricing — see the prorated breakdown shown in the upgrade modal.

Step 3 — Try a different card or method

If the same card keeps failing, in the next checkout pick a different option in the Razorpay popup:

  • A different credit / debit card.
  • UPI (India).
  • Net banking (India).

CVViZ doesn't store cards; whatever you enter in the Razorpay window is used for that transaction (and, if auto-renewal is on, becomes the new mandate).

What CVViZ doesn't do automatically

To set expectations honestly:

  • No in-app dunning (no automated email reminders, no grace-period banners, no auto-retry from the CVViZ side).
  • No "retry payment" button on the Invoices table — failed invoices stay marked Unpaid.
  • No partial payments. The full invoice amount must be paid in a single transaction.

Need help?

Open the help widget at the bottom-right of any CVViZ page. For what to include in a bug report or message, see Getting help and reporting issues.

When you reach out about this, please include:

  • You see Paid on your bank statement but the invoice in CVViZ still shows Unpaid after ~10 minutes.
  • The same payment fails repeatedly with no clear bank reason.
  • You think you were double-charged for the same invoice.
  • An auto-renewal failed and you want the cycle re-bridged without losing dates.