When a payment or a plan change doesn't go through, Tomba shows a message. Find the one you see below to learn what it means and what to do. If you're in a workspace, the workspace owner manages billing.
This plan requires approval
"This plan requires approval. Please contact support to request access." means you chose one of the biggest plans, which we open on request. On the Upgrade page, these plans and the largest credit packs show "Need more credits?" with a Request access button instead of a buy button.
Click Request access. A chat with our team opens, with your request already written. Send it, or email [email protected].
If you choose a plan and checkout sends you straight back to the Upgrade page with no message, that plan needs approval too. Ask for access the same way.
This price is no longer available
"This price is no longer available. Please go back and select a plan again." means the price linked to the plan you picked can't be bought any more. Go back to the Upgrade page, choose your plan again and check out.
If you see the message again, email [email protected] and say which plan you want.
Your plan is managed by your account team
"Your plan is managed by your account team. Please contact your account manager to make changes." means you're on Tomba Enterprise. You can't change an Enterprise plan at checkout or from the Upgrade page. Instead, the Upgrade page shows "You're on the Enterprise plan" with a Talk to us button.
Click Talk to us, or contact your account manager. See Tomba Enterprise: what's included and how to get it.
You already have an active subscription
"You already have an active subscription. Please cancel it first or use the upgrade option." means you already pay for a plan, so checkout can't start a second one. You don't need to cancel to change plans.
To move to another plan, open Settings > Subscription and click Change plan. For the full steps, see Downgrading or upgrading your plan.
Same plan selected
"Same plan selected" with "You are already on this plan" means you picked the plan and the billing period you already have. Choose a different plan size, or switch between Pay monthly and Pay yearly.
Payment failed at checkout
"Payment failed. Please try a different card." means your saved card was declined. Choose Enter a new card, or pick another saved card.
When your bank declines a payment, you may land on the Payment Failed page instead. It says "Your payment could not be processed. No charges were made to your account." The reason appears below.
Check these things:
The card number, expiry date and security code
That the card has enough money and allows online payments
Your bank's app or messages, because some banks ask you to approve the payment
That your billing address matches the one your bank has
Then click Try Again, or Back to Dashboard to stop for now. See My payment has been declined, what does it mean?
Payment Cancelled
The Payment Cancelled page says "Your payment was cancelled. No charges were made to your account." You see it when you leave checkout with the back arrow before paying. It names the plan that "was not purchased". Click Try Again to go back to the Upgrade page.
Failed to upgrade subscription
"Failed to upgrade subscription" with "Failed to upgrade subscription. Payment may have been declined." appears when you upgrade with Immediately and the payment doesn't go through.
Check Current plan on Settings > Subscription to see which plan you're on. Then check your card under Payment cards, add a new one if you need to, and try the upgrade again. See Change your billing details or payment card.
Plan upgraded, payment pending
"Plan upgraded — payment pending" with "Your plan has been upgraded but the charge could not be collected. Please update your payment method." means your new plan is active, but the payment didn't go through.
Update your card on Settings > Subscription. If the page shows a Payment failed banner, click Retry payment after you change the card. See Change your billing details or payment card.
Payment retry failed
After you click Retry payment on the Subscription page, or Retry Payment in the Payment action required window, "Payment failed" with "Payment retry failed. Please update your payment method and try again." means the card was declined again. Add a different card, or ask your bank why it declined the payment. Then retry.
"No open invoice found to retry" means there's no unpaid invoice to retry. Reload the page and check Billing history on Settings > Subscription. If you still see a payment warning, email [email protected].
Address messages at checkout
These messages appear under your billing address on the checkout page:
"Please enter a valid street address, not a URL": the Address box has a website link in it. Type your street address.
"Please enter a valid US zip code (e.g. 10001)": for the United States, type your ZIP code as five digits, such as
10001."Postal code is required for" or "Street address is required for", followed by a country code: some countries, such as the United States, Canada and the United Kingdom, need both. Fill in Postal / ZIP code and Address.
Use the address your bank has for your card. The checkout page reminds you: "Please make sure this address matches the one known by your bank."
The Pay button is greyed out
The button at the bottom of checkout, which shows Pay and the amount, stays greyed out until two things are done:
You've entered a new card, or picked a saved card.
You've ticked the box to agree to the Terms of Service and Privacy Policy.
Invalid or expired coupon code
"Invalid or expired coupon code" means the code wasn't accepted. Check the spelling first. The code may have expired, or it may only work on yearly plans or only on credit packs. See Buy a plan: the checkout page step by step.
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