Symptoms:
- I am unable to complete the subscription payment process.
- My subscription payment attempts are being declined.
- I got an email saying that the payment for my ongoing subscription could not be completed.
- I can not complete the subscription renewal process.
- I'm unable to purchase my subscription and receive the error message "We are unable to verify the details you have provided. Please confirm the information you provided is correct and try again."
Cause:
Subscription payment transactions may fail due to various reasons, such as incorrect billing details, an unsupported payment method like prepaid or virtual cards, or your bank or card issuer blocking the transaction.
Resolution:
As the root cause of failed transactions may vary, check below for ways to solve your payment issue:
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Check your Billing Details:
Verify that all billing details in your Unity organization are correct and match the ones in your payment instrument. This includes your address, postal/zip code, and country. You can update your billing information following the steps in our support article: ‘How do I add both the 'Bill To' and 'Ship To' details to my Unity Organization?’.
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Confirm Payment Method:
We accept credit cards and PayPal for most subscription payments, as we need to ensure that your payment provider allows us to process monthly charges to your payment method. The system will reject the payment if you use a debit card, virtual credit card, or gift card.
Note: The Reserve Bank of India (RBI) has introduced new regulations for recurring payments, particularly impacting auto-debit transactions on credit and debit cards. To resolve this, switch to a PayPal account with funds or an international card that allows recurring payments.
For information on how to update your payment method, see the article 'How do I change or update the payment method on my account?'
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Contact Your Bank or payment provider: It is very likely that your bank or payment provider has flagged your transaction, placing a 'soft block' on your payment instrument. This can happen even if you have passed their security confirmation. To resolve this issue, contact them directly to make sure to:
- Confirm that your card or payment instrument can be used for international transactions.
- Verify the maximum and minimum transaction amounts.
- Ensure that your bank or payment provider is allowing payments to Unity Technologies.
- If the transaction is blocked, request them to remove the 'soft block'.
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Retry the Transaction:
After following the recommendations shared above:
- For new subscriptions: Retry the transaction to complete your subscription payment.
- For new subscriptions that cannot proceed past the 'Your Info' stage at checkout due to the error "We are unable to verify the details you have provided. Please confirm the information you provided is correct and try again.": contact our Unity Customer Experience team via the web form for further assistance.
- For existing subscriptions: contact our Unity Customer Experience team via the web form for further assistance.
More information:
Why was I charged $1 after I added my credit card as the payment method?
How do I change or update the payment method on my account?