Payments for your Kliken subscription occur at two stages: the initial campaign purchase and the recurring billing of your respective products.
Initial Campaign Purchase:
If your payment fails during the campaign purchase stage, you will receive an immediate notification.
You will be prompted to retry the payment.
If the issue persists, please contact our billing team. They will review your account, work to identify the issue, and assist you in resolving it.
Recurring Billing:
If a payment fails during a recurring billing event, we will email you immediately.
The email will provide information on the timelines for retrying the payment and instructions on how to update your billing details or cancel your campaigns if needed.
For any billing issues, our support team is here to help you resolve them as quickly as possible.
Failed payments can result in your services being suspended.
Why might your payment fail?
Payments can fail for a number of reasons. The most common reasons are that there are insufficient funds on the card to complete the payment, the card has expired, or your issuing bank has blocked the payment.
How can I fix this?
We always recommend checking your card details, including ensuring that there are adequate funds available on the card to cover the payment being made. If there are, make sure that your card details are up to date, and that you did not accidentally mistype any of the information.
If this is a rebill that failed, we always recommend double checking the card information you put on your account previously to ensure you do not need to update the payment details. If you needed to update the information, and you are within the four (4) day window, you don't need to do anything else.
However, if you are outside the 4 day window, you'll likely need to reinstate your campaign if you want it to continue to run. Steps on how to complete this can be found here. Reinstatement allows you to turn your campaign back on, and if you have sufficient funds on your campaign, you may be able to do this without any charges.
What to expect if we cannot process a recurring payment
Below is a quick rundown of what you can expect if you already have a Kliken subscription and your next payment does not arrive on time.
If for some reason the payment for your existing Kliken subscription fails, we email you with a warning. We understand that cards expire and things happen, so Kliken provides 4 days of grace period allowing you time to update the payment details or, if you want or need to, cancel your campaign.
Remember, cancelling one campaign does not cancel all of your campaigns. You also may still have an active platform fee. You can validate this by checking the Google Product Listings product section -> Manage.
Your account is not suspended right after the failed charge date, but it is important to note that if the failed invoice was for additional ad credit, your campaign may enter a paused state until the payment is made, as there would be no further credits to use.
All other services continue to work as usual during the four-day grace period. Products, categories, and other campaign settings are not influenced in any way.
Timeline | What to expect |
Day 1 | We inform you that your account will receive a charge in five (5) days |
Day 4 | This is the last day of the upcoming billing cycle when you can update your payment details or cancel your services in our system. |
Day 5 | We process a charge attempt against the payment card on your account. |
Day 6 - 8 | We will inform you that your billing has failed via email and a notification in your dashboard. |
Day 8 | If no successful payment has been received, your campaigns will be suspended. Remember, if the failed billing attempt is related to ad credit, your campaign may have already been paused on Day 5. |
Contacting Kliken support
If you have any questions about a failed payment, please contact us at [email protected], and we will help you. To allow our team to review as quickly as possible and get your campaigns back up and running, please provide;
Card Type (VISA, MasterCard, AMEX, etc)
The last four digits of the card number
Your log-in email OR
Your website URL
Date of Payment (or attempted payment)
Amount of payment (or attempted payment)