Question : Why Was Your Mailpro Payment Declined?

If a Mailpro charge is declined, sending and renewals can be affected until you fix the underlying issue. The most common causes are an expired or blocked card, an exceeded daily limit, or a billing-address mismatch flagged by your bank’s anti-fraud system.

What declined means

Declined transactions are blocked by your bank or card issuer, not by Mailpro. We do not receive your card’s reason code, only the “declined” status. Common reasons:

• Expired or blocked card
• Insufficient funds or exceeded daily limit
• Anti-fraud rules (international charge, billing-address mismatch)
• 3D Secure (SCA) authentication failed or timed out
• Card not supported for international payments

What to do

1. Check your card balance and that the card is still active
2. Confirm the billing address in My Account matches what your bank has on file
3. Contact your bank to authorise the charge from Mailpro / Maxony
4. Update or replace your card in My Account
5. Retry the payment manually from My Account > Billing

Auto top-up and renewals after a decline

For auto top-up, the trigger pauses until a successful payment is recorded — SMTP/API sending may also pause if credits run out. For subscription renewals, we retry on the standard schedule and notify you by email. If retries also fail by the billing date, the subscription switches to free Mailpro and your prepaid credits follow the standard 12-month login rule.

What we never store

Card details are tokenised by our PCI-compliant payment partners (Datatrans AG, Stripe, PayPal, PostFinance). Mailpro never sees or stores raw card numbers. If you need a fresh card on file, simply update it — the old token is replaced.

Need an invoice for the failed charge?

No invoice is generated for declined charges, only for successful ones. Once the retry succeeds, the corresponding invoice appears in My Account > Invoices.