Causes of payment authorization failure
The three most likely causes of payment failure are:
- Mistyped card info
- Insufficient balance
- Rejection by your bank due to suspicion of fraud
To protect your privacy, we are not informed of the cause. Start by checking your card’s balance and retyping card information. If payment fails again, inform your bank and tell them to release their hold on your attempt to purchase licenses from Intuiface.
Purchase entitlement for individual Composer and Player licenses
Intuiface organizations must either have an active Platform subscription or be in the process of purchasing one before individual Composer and/or Player licenses can be added to the shopping cart and purchased.
Renewal billing for subscription licenses
Subscription license renewal is processed automatically. (To stop subscription renewal, see this article.) For annual licenses, renewal occurs on the anniversary of your original purchase date. For month-to-month licenses, it occurs every 30 days following the original purchase date.
If we are unable to process your payment, you will receive a notification email from purchasing@intuiface.com with the subject line Rebill failed for Intuiface. You now have a five-day grace period to update your credit card information before your license(s) deactivate.
To update the credit card information we have on file, please follow the instructions here.
NOTE: If, for any reason (such as using offline licenses), you need the renewal to occur earlier, please contact our Support team at least eight (8) days prior to the desired renewal date. Early renewal is only possible if the original purchase was processed by Intuiface's default payment processor, Stripe.
Renewal grace period
Activated licenses are granted a five day grace period if payment is not received on their renewal date. Grace periods help you resolve renewal payments without risking the availability of actively deployed content. Licenses expire after the grace period if no payment has been received.
For example, if an activated Player license is scheduled to renew on 1-April, it will remain active until 5-April, even if the renewal payment has not been received. This license will expire on 6-April without payment.
For more about license activation:
Unactivated licenses are not granted a renewal grace period. They will expire on the renewal date if payment has not been received. For example, an unactivated license scheduled to renew on 1-April will expire on 1-April.
Service fee when paying in local currency
In addition to USD and EUR, you can pay in your local currency. If paying in your local currency, Intuiface will charge a 5% currency exchange and service fee.
Who to contact with purchase-related questions
Here is a list of questions or issues you might have about your purchasing experience and how to deal with them:
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