https://vapi.ai/ logo
Join Discord
Powered by
Urgent help needed - Billing issue
# support
f
Please help - Billing issue. Has been stuck for 4 days with no response to my email to support. Account: jetbaure@gmail.com Every time I try to reload credits I get this error: "Failed to purchase credits: Couldn't Process Payment: Error: Your card was declined." I've tried 4 different cards across 4 days. No chance it is postal code, card or bank. It is on your end. All cards have funds. Different browsers too. Nothing works. I have 0.40 credits left and many failed deposit attempts entries now in my history. I think my wallet is frozen on the backend and no card will ever work until someone resets it manually. Emailed support@vapi.ai days ago — no response. Can someone with backend access take a look? https://cdn.discordapp.com/attachments/1506506346110128221/1506506699094364180/Screenshot_20260519_215927_WhatsApp.jpg?ex=6a0e8332&is=6a0d31b2&hm=422bf5a9b63ba2f1ad0bd60328cccfee15af213b5a3c2008d3800985c7296a54&
s
Hi, I have investigated your account history. After reviewing the specific failure logs for the deposit attempts on jetbaure@gmail.com, we can confirm that the "Card Declined" messages are originating directly from the card-issuing banks, not from a lock or freeze on the Vapi backend.
Even though it may seem like a wallet issue because multiple cards are failing, our payment processor (Stripe) is receiving a firm decline code from your financial institutions for these specific transactions.
What we recommend: Contact your bank: Ask to speak with their fraud or authorizations department. Specifically mention that you are trying to make a payment to Vapi.ai and that previous attempts have been blocked. Often, banks flag automated recurring or high-frequency "top-up" payments as suspicious until they are manually whitelisted.
Review Billing Address: Ensure the postal code and billing address entered in the Vapi Dashboard exactly match what is on file with the bank for each specific card. Try a different payment method: If possible, try a card from a completely different banking institution, as some banks have stricter policies regarding AI/SaaS services. Once your bank confirms they have cleared the path for the transaction, you should be able to reload your credits immediately.
PreviousNext
Powered by