Resolving Payment Failures in Redis Cloud

Redis Cloud supports credit card, cloud marketplace billing (AWS/GCP), and manual payments.
Manual payment refers to using the Pay Now button (when available) or a Stripe payment link provided by our team upon request.

If your account has an outstanding balance for more than 30 days, it may be subject to restrictions—including limited access to services or suspended deployments.

This article helps you quickly identify and resolve payment issues using step-by-step instructions, a quick-reference table for common scenarios, and common issues and troubleshooting steps so you can restore access as quickly as possible.

Common Scenarios and Fixes

Use this table to match your situation with a likely cause and recommended resolution.

Step-by-Step Instructions for Resolving Payment Failures

1. Identify the Payment Failure

• Check your email for automated billing alerts or failed payment notifications.
• In the Redis Cloud Console, go to Billing & Payments to view unpaid invoices or payment errors.

2. Verify and Update Your Payment Method

• Navigate to Billing & Payments → Payment Methods.
• Click Add credit card or Replace Card, if needed.
• To assign the card to your subscription:
  • Go to Subscriptions in the Redis Cloud Console.
  • Open the Overview tab for the subscription.
  • In the Payment Method section, click the arrow on the credit card box.
  • Choose the correct card and assign it to the subscription(s).
  • If you're using AWS or GCP Marketplace billing, confirm the billing connection is still active.
  • If the button stays disabled, review the Business address in Settings → Contacts & Business Information and remove accents or special characters from address fields before retrying.

3. Make a Manual Payment (and Troubleshoot Pay Now Issues)

• To manually pay an overdue invoice:
  • Go to Billing & Payments in the Redis Cloud Console.
  • Look for the Pay Now button next to any overdue invoice.
• Pay Now availability:
  • The Pay Now button is disabled during the first 3 days of each month while the system retries automatic charges.
  • It becomes available starting on Day 4, or immediately after assigning a valid new payment method.

If Pay Now doesn’t appear or doesn’t work:

• No Pay Now button appears
  • You may not have billing permissions, or the system is still retrying payment automatically.
  • Try again on Day 4.
  • If you're located in India, the Pay Now button should always be visible. Contact Support if it's missing.
• Pay Now button is grayed out
  • Make sure your card is correctly assigned to the active subscription.
  • Try logging in as the Account Owner, or open the console in a private/incognito browser to avoid cache issues.

Invoice status shows “Pending” and won’t update

• Wait 1 hour, then refresh the page.
• If still stuck, submit your payment receipt to Support for manual processing.

Can’t remove or update an expired card

• Ensure all open balances are paid first—you can't modify the card while invoices are unpaid.

4. Contact Your Bank (If Needed)

• If the charge was declined due to insufficient funds, an unsupported card type, or a fraud block, contact your bank.
• You can also try using a different card.

5. Resolve Account Blocks or Restrictions

Blocked accounts may prevent:

• Modifying subscriptions
• Accessing your database
• Performing admin actions
• Pay all open invoices and wait up to 24 hours for restoration.
• If access isn’t restored, contact Support for assistance.

6. Confirm Payment Completion

• Go to Billing History in the console and verify that the invoice status is marked as Paid.

• Refresh your session or log out and back in to reset UI state.

• If your account remains blocked after payment:

  • Confirm that the card was successfully charged.

  • Contact Support and provide the invoice number and your payment confirmation.

  • If you received a Stripe payment link, confirm that the transaction completed successfully.

Common Issues and Troubleshooting

Related content

• Billing & Payments — review if you need the full guide to configuring, updating, or managing your Redis Cloud payment setup.

• Credit Card Retry Behavior and Troubleshooting — review if payments are failing repeatedly despite having a valid card on file, or if you need to understand how Redis Cloud retries failed charges.