Contributor I

Solved

Unable to upgrade billing plan

Forum|Forum|2 years ago
January 7, 2024
8 replies
504 views

I am trying to upgrade to a higher plan from the existing free plan. I added my billing information successfully and trying to pay.

When I paid the bill, I received an email to confirm my payment. When I clicked the Confirm Payment button in the email, I get the following error, thus preventing me from upgrading.

Update: I got an additional message on the Klaviyo billing page as follows:

This payment requires additional user action before it can be completed successfully. Payment can be completed using the PaymentIntent associated with the invoice. For more details see: https://stripe.com/docs/billing/subscriptions/overview#requires-action

However, this page describes updates to the payment at the back end, which is not in my control.

Best answer by Kylie W

Hi @HuesAndTones

Welcome to the Klaviyo Community and sorry to hear you are having so much trouble.

My recommendations would be to:

Log out of your account and log back in
Try again on a different browser
Clear your cache and cookies

And if the issue persists, to contact the Support team by submitting a request form .

I hope this helps!

Kylie

Kylie WAnswer

Champion & Partner

Hi @HuesAndTones

Welcome to the Klaviyo Community and sorry to hear you are having so much trouble.

My recommendations would be to:

Log out of your account and log back in
Try again on a different browser
Clear your cache and cookies

And if the issue persists, to contact the Support team by submitting a request form .

I hope this helps!

Kylie

Berridge Strategy Group, Your eCommerce Partner - eCommerce results, without the Complexity | Klaviyo Partner & 2024 Klaviyo Community Champion | www.berridgestrategy.com

H

HuesAndTonesAuthor

Contributor I

Thanks, I tried all these options with the same result. I have now raised a support ticket. Hopefully it will be resolved quickly now.

A

AguanteIndia

Contributor I

I am also getting the same error while upgrading from free plan to paid plan. (India)

This payment requires additional user action before it can be completed successfully. Payment can be completed using the PaymentIntent associated with the invoice. For more details see: https://stripe.com/docs/billing/subscriptions/overview#requires-action

What is the solution on it? Thank you in advance!

chloe.strange

Community Manager

Hi @AguanteIndia,

Unfortunately this is due to subscription payment limitations set by the Reserve Bank of India (RBI). All in-app payments will fail if the issuing bank is an Indian bank. This is not a Klaviyo limitation specifically, but rather a restriction placed on subscription payments made by the RBI:

The only way to resolve this issue would be to use an international card from a non-Indian bank.

~Chloe

R

rajatshah

Contributor I

It is disappointing that Klaviyo has not fixed this issue for recurring payments in India and is not offering any alternatives like PayPal or UPI based payments too.

M

MANISH GAUR

Contributor I

I am trying to upgrade to a higher plan from the existing free plan. I added my billing information successfully and trying to pay.

When I paid the bill, I received an email to confirm my payment. When I clicked the Confirm Payment button in the email, I get the following error, thus preventing me from upgrading.

Kindly help us with these issue as soon as possible

Byrne C

Community Manager

Hi @MANISH GAUR,

That error message usually pops up when attempting to pay using a card issued by the Reserve Bank of India. Unfortunately, payments will fail when the issuing bank is an Indian bank. If you have any cards that are from a bank outside India, we recommend paying with those. The error should go away in that instance.

I

islandsofloom

Contributor I

Is there no way to upgrade the plan for any user based off India? Even a one time payment every month is not possible?

Sign up

Use your Klaviyo credentials

Log in to the Community

Use your Klaviyo credentials