Checkout is declined or incomplete
Payment required means the current check does not confirm a valid paid period. A pending bank-card authorization is not necessarily a settled subscription payment. Use the purchase reference and visible status to investigate it.
- Read the checkout error and confirm card details, expiry, available funds and any issuer authentication.
- If the issuer blocks the payment, contact the issuer. AlgoTrader cannot bypass its decision.
- Before retrying after an ambiguous result, check whether a subscription or successful charge already exists.
- Do not send a full card number, security code or authentication code to support.
You paid, but access is still pending
A payment can need a native licence confirmation before access is enabled. Do not create another purchase to force activation. Support can review the payment and product licence separately.
- Return to the same AlgoTrader account and verify the licensing email.
- Check the correct purchase: a specific strategy or the All Inclusive library subscription.
- Choose Check status. For library access, confirm it on Pricing and then use the strategy's product activation.
- If the status remains Waiting for licence confirmation or Confirmation needed, contact support with the purchase reference, amount, time and visible message.
A renewal payment fails
A failed renewal does not create a newly paid period. Current payment and licence evidence must be checked before continued access or a newer download is confirmed. A temporary checking failure is not, by itself, proof that your previously confirmed period has already ended.
Check the subscription's paid-through date and displayed state, then contact support if you need to resolve payment details. The current app does not provide a self-service card-editing or billing-portal screen. No retry schedule or grace period is promised here; follow the actual subscription state.
Possible duplicate charge
First check whether the charges refer to different individual strategies, All Inclusive, or a pending authorization. Existing legacy individual subscriptions continue independently when you add All Inclusive.
If you believe the same purchase was charged twice, contact support with both references and redacted billing evidence. Do not post card details publicly. A duplicate-charge review does not automatically cancel another subscription; confirm any cancellation separately.
Questions about this guide
I paid but cannot download. Should I pay again?OpenClose
No. Check the purchase and licence status on the correct account. For All Inclusive, also activate the product. If confirmation remains pending, contact support with the purchase reference instead of creating another charge.
What if my renewal payment fails?OpenClose
A failed payment does not create a new paid period. Check the confirmed paid-through date and status, then contact support. This service does not promise a fixed retry schedule or grace period.