If you are experiencing issues with your payment, it could be for a number of reasons. First, we recommend making sure all your billing information within Plans & Billing is correct. If your account details are incorrect, update your payment information.

If your billing information is up-to-date, read on for recommended troubleshooting steps regarding failed payments. If after trying the suggestions below you are still experiencing a billing issue, we recommend contacting your bank or PayPal. If you need further support after contacting your bank, please contact Lucid Billing Support.

Access the Plans & Billing page

To access your Plans & Billing page, follow these steps:

Log into your Lucid account.
Click your profile icon or initials in the top-right corner.
Select Account Settings from the dropdown menu.
Click Plans & Billing from the navigation menu on the left.

Note: If you are on a Team or Enterprise account, you can only access the Plans & Billing page if you are the account owner or a billing admin. For more information, refer to our Administrator roles article.

Update billing information

If your billing information is incorrect or outdated, refer to our Update billing information article for instructions on updating the details.

Billing errors

If you are experiencing a payment error or failure, you may need to use an alternative form of payment. If you are using PayPal, this resource in the PayPal help center can provide further troubleshooting steps. The link provided navigates you out of the Lucid help center and we cannot guarantee the accuracy of the content.

If you are paying via credit card, please see below for common error messages and basic troubleshooting instructions.

Error	Troubleshooting
The payment could not be processed at this time, please contact your bank or try a different payment method.	Try a different payment method by updating your credit card information, try again at a later time, or contact your bank for further information.
The purchase could not be processed due to an invalid address.	Please verify and update the address associated with your payment method to match what your bank has on file or contact your bank to confirm the correct address for your payment method.
Payment failed due to insufficient funds.	You may retry the payment method once more funds have been added to the account, try a different payment method by updating your credit card information, or contact your bank for further information.
The payment failed due to too many charge attempts.	Cease attempting the charge and try again at a later time. You can also try a different payment method by updating your credit card information or call your bank for further information.

Contact your bank or PayPal

If the troubleshooting steps provided in the previous section do not resolve the issue, we strongly recommend reaching out to your bank (or to PayPal) for more details on the flagged charge.

Unfortunately, we cannot remove a hold on our end. The bank or card issuer will need to lift the hold. Please note that declines do not necessarily indicate issues with a card, only that the bank decided not to authorize this specific charge. The bank may flag a charge because it's an international transaction, the attempt is in a foreign currency, or because they don’t recognize us as a familiar merchant. These flags can usually be lifted by notifying the bank that the charge is legitimate.

Contact Lucid Billing Support

If you are still experiencing issues after speaking with your bank, please contact Lucid Billing Support with a detailed description of the information that your bank or PayPal provided.

FAQ

What do I do if I see a “past due” banner at the top of my Lucid account?
If you are seeing a past due banner in your Lucid account, there are a few possibilities.
If your account is on automatic billing, it is possible that your billing information is out of date (for example, maybe your credit card has expired). If this is the case, update your billing information.

If your account is on manual invoice payments, reach out to ar@lucid.co for information on your open invoice and to get the payment taken care of.

Will my subscription be terminated immediately if my payment fails?
No. To prevent interruption of your service Lucid may make several attempts to collect your payment prior to the termination of your subscription. To cancel your subscription, follow the instructions found in our Cancel your plan article.

Can I get a copy of the invoice once my payment is successful?
Yes. Instructions to download a PDF copy of your invoice can be found in our Access paid invoices article. You can also update your settings to opt in to automatically receive invoice receipts following the successful payment of your subscription.

If you are on manual invoice billing and are curious about your open balance or would like a copy of your open invoice, email ar@lucid.co.

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