Overview
When a payment doesn’t go through, the funds will be returned to Plane, and you’ll see the status updated to Failed in your Payments > History tab:
We can either:
Reprocess the payment to you, or
Refund the payment to your organization.
What happens when a payment fails?
When a payment fails, our Support team will send you an email notification. The email will include information about the failure, the reason for rejection (if any), and the returned amount. Depending on the situation, we’ll guide you through the next steps to get things sorted and have the payment reprocessed.
In most cases, you'll be asked to review your bank details to ensure they are correct and update them if necessary. We might also suggest removing the old payment method if that helps, or check in with your bank to verify the details.
If needed, you can easily add a new payment method to your Plane account and set it as your default.
My bank rejected my payment, but it still shows as Paid in Plane
We can only reprocess a payment once the amount is returned to us. If your payment is still showing as Paid but your bank confirms it has been rejected, we'll need to wait until the payment returns to reprocess it for you.
💡 Please note: We cannot determine how quickly the payment will return to Plane, as it depends on the beneficiary and/or intermediary banks involved in the process.
Questions?
We’re here to help! You can find more of our guides here, or reach out to us at support@plane.com or use Plane's in-app chat.