My payment is declined or fails in the app: what should I do?

Summary: Payments in the mobile app go through your store (App Store or Google Play). Onoff has no access to your payment method. Reinstall the app, then check your store account and payment details. If the payment still fails, contact your store's customer service.

Related questions

• My payment does not go through in the Onoff app.
• I cannot pay for my number or subscription.
• The store declines my bank card.

Why this happens

Your payment method is stored in your Apple or Google account. Onoff can neither view nor change it. A failure usually comes from an expired store session, an expired or declined card, or a temporary app issue.

Solution

1. Reinstall the Onoff app. See: How do I reinstall the app?.
2. Log out of your store (App Store or Google Play) and log back in.
3. Check in your store that your payment method is valid and up to date.
4. Try the payment again from the Onoff app.

If the problem persists

Contact your store's customer service directly: Onoff cannot act on a payment handled by Apple or Google.

• Apple: from your iPhone Settings, or on the Apple Support website.
• Google: from the Google Play Store, or on the Google Play Help website.