Connection lost. Please refresh the page.
Get help How to study Login Register
Ready to learn?
Pick your favorite study tool

My payment failed. What can I do?

Are you trying to subscribe to Kenhub Premium, but your payment fails?

Here are a few tips and suggestions to help you find out why, and hopefully solve the problem.

Avoid silly mistakes

Most likely, it's just a silly mistake that's causing trouble. This is the most common problem, and the easiest one to fix!

Check all details. Specifically:

  • Card number: Our system can detect a mistake there, but it's always worth checking again
  • Expiry date: This is a very common source of trouble. Make sure you enter the month using two digits (e.g. 03 for March) and the last two digit of the year correctly (e.g. 24 for 2024)
  • Security code: These are the last 3 or 4 digits on the back of your card. They are commonly called CVV2 or CVC. Did you accidentally type-in the wrong digits?
  • Zip/postal code: Those codes change from one country to the next. It's usually the last part of your address. If you're not sure which address to use, try to use the registered address of your credit card. For example, if you use your parent's card and they live at a different address, use the postal code for their address, rather than yours.

Quick tip: Your zip code should match the address where the card is registered. Not necessarily where you live.

Payment errors

After checking all the details, your payment might still fail. In those cases, it's important to understand the specific error in order to solve it.

Your card was declined. Please contact your bank for more information.

This is a very common error, and unfortunately one of the most frustrating ones. Some credit cards block transactions without giving any specific reason.

Another common source of this error is when your card is blocked for international payments. Kenhub works around the globe, but some credit cards are limited to payments only in your country. This can cause the payment to fail with this error.

As the message says, your best option is to call your bank or credit card company, and ask them. In many cases, they can "unblock" your card and allow you to pay for Kenhub Premium.

Quick tip: contact your bank or credit card company to ask them.

Your card has insufficient funds

This error usually happens if your card has a payment limit, or if your balance on your bank or credit card account is low. Unfortunately, it can also happen even if you do have enough money. That's because some banks or your credit company might put a limit on the amount. The best way to find out is by contacting your card company or bank. In many cases they can increase the limit, or explain why your balance is low.

Quick tip: your card might have enough funds! Check with your bank and see what the real problem might be.

Other payment methods

If your card keeps failing, maybe there are other payment options available to use instead? At Kenhub, we also support PayPal. And in some cases, even more payment options.

If you click on PayPal and others to check what other payment methods are available. Availability changes from country to country, but might include:

  • PayPal
  • Bank transfer
  • iDEAL
  • Amazon Pay
  • Klarna
  • Giropay

Our Lifetime plan gives you access to the widest selection of payment options.

Still stuck?

If you're still having trouble, we're always happy to help. Contact us.

© Unless stated otherwise, all content, including illustrations are exclusive property of Kenhub GmbH, and are protected by German and international copyright laws. All rights reserved.

Register now and grab your free ultimate anatomy study guide!