What you’ll need
A Kommo account with the Administrator role
Access to your payment method (bank app, card details, or PayPal account)
A valid card or payment method that supports international or online transactions
Certain card types (e.g., prepaid or region-restricted cards) may be declined by Stripe
PayPal or card issuers may temporarily restrict accounts for security reviews
Failed charges for expired cards must be updated directly by the account owner
Billing problems can show up unexpectedly, but most of them have quick, straightforward fixes. Below, you’ll find the most common payment issues users experience in Kommo, along with clear steps to get your subscription active again without stress.
Card declined (Stripe or Ebury)
Why this happens:
Insufficient funds
Expired card
Online / international payments disabled
Bank security block
Unsupported card type (prepaid or debit)
What to do:
Check your bank app for alerts, blocked transactions, or spending limits.
Enable online and international payments in your card settings.
Make sure the card details you input are correct.
Check the card expiry date.
If the card remains blocked, switch to a different card or switch to another payment method.
Retry the payment in Settings → Billing. Pay for the pending order or create a new one.
PayPal payment not processing
Why this happens:
PayPal account restrictions or missing verification
Insufficient balance or unlinked card
PayPal not supported for Brazil-based accounts
What to do:
Log in to your PayPal account and review any warnings or required actions.
Ensure your PayPal balance has enough funds.
If the issue continues, switch to another payment method.
Retry the payment in Settings → Billing. Pay for the pending order or create a new one.
Subscription didn’t renew automatically
This usually happens when a recurring payment attempt fails.
What to check:
Did you receive a payment failure email?
Is there a Pending renewal order in Billing?
Has your saved card expired or been replaced?
What to do:
Go to Settings → Billing → Order history
Open the pending renewal order
Click Pay now and update payment details if needed
After successful payment, the subscription renews immediately
Orders stuck in “Pending” status
Why this happens:
Payment is still processing
Bank temporarily declined the charge
Payment details need updating
What to do:
Wait a few minutes and refresh the page
Click Pay now to retry
Update your payment method if prompted
If an order stays Pending for more than 10–15 minutes after payment, contact support.
Checklist
Before contacting Kommo support, double-check the following:
The payment method has sufficient balance
Online, international, and recurring transactions are enabled
Card details or PayPal credentials are up to date
You tested an alternative card or method
If everything here looks good but the payment still fails, our support team is ready to help.
If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.
Not a user yet? Sign up for our 14-day free trial or book a free live demo.