Credit Card Retry Behavior and Troubleshooting

When a credit card payment fails for a Redis Cloud subscription, the system initiates automated retries, notifies designated users, and allows for manual remediation. This guide explains how to recognize failed payment scenarios, take corrective action, and understand Redis Cloud's system behavior. It includes a Step-by-Step Resolution Workflow and descriptions of Common Failure Types with recommended actions.

Step-by-Step Resolution Workflow

1. Check the Failure Notification

Redis Cloud automatically sends a payment failure email to the following roles:

• Account Owner/Admin

• Billing Admins

• Users with Billing Emails enabled

The notification includes:

• Date of failure

• Last four digits of the card used

• Invoice reference

• Resolution guidance (e.g., update card or retry manually)

2. Review the Error Reason

Typical credit card failure reasons include:

• Insufficient funds

• Invalid or mistyped card number

• Transaction not allowed by the issuing bank

• Fraud flag or security hold

You may need to contact your bank or try a different card.

3. Retry the Payment (Automatic and Manual Options)

• Automatic Retry
  Redis Cloud will attempt to reprocess the payment up to 3 times within the current billing month.

  • If successful, the invoice will automatically change from “Failed” to “Paid.”

  • No manual intervention is needed unless retries fail.

• Manual Payment via Pay Now Button
  Behavior varies by region:
  India

  • Due to local regulations, recurring payments are not supported.

  • The Pay Now button is always available. Manual payment is required every billing cycle.

  Other Regions

  • To prevent duplicate payments, the Pay Now button is disabled during the first 3 days of the month while auto-retries are in progress.

  • Starting on Day 4, the button becomes available to allow manual resolution if needed.

4. Troubleshooting Steps

• Confirm that your billing address and card details match what’s on file with your bank.

• Use an alternate payment method if the card continues to be declined.

• Contact your bank or card issuer to approve the charge if a fraud/security block is suspected.

• Once you've updated or replaced your card and assigned it to the subscription:

  • Redis Cloud will retry the charge within 24 hours for any open balance.

  • No need to manually trigger payment again.

• If the Add credit card or Pay Now button stays disabled, check Settings → Contacts & Business Information → Business address and remove any accents or special characters from address fields, such as changing São Paulo to Sao Paulo. Save the address, then retry the payment method update.

5. Escalate When Necessary

If all retry attempts fail and the issue remains unresolved:

• Open a support ticket and include the invoice reference and error reason from your email.

• Note for India-based customers: Due to local regulations, a confirmation pop-up is required to complete the payment. If you close the pop-up without acknowledging it, the transaction will remain incomplete. Please retry and ensure you confirm the prompt when it appears.

• For India-specific routing issues or cross-border restrictions, escalate directly to Redis Support with the invoice reference and error details.

Common Credit Card Failure Types