Suspended auto-reload — what now?

If you got an email saying "Your auto-reload has been suspended", here's what happened and how to get it running again.

What "suspended" means

We tried to charge your card on file three times across one cycle, and each attempt failed. To stop your bank from flagging us as a problem merchant — and to stop you from getting "card declined" emails forever — we automatically pause auto-reload after three failures.

Suspended is not cancelled. Your settings (amount, trigger, store) are saved. You don't have to set anything up again.

Why payments fail

The most common reasons:

Card expired — the most common one. Update to a new expiry date.
Insufficient funds — for debit cards.
Card cancelled or replaced by your bank — fraud reissue, lost-card replacement.
Bank fraud-flag on a recurring charge — sometimes banks block a recurring payment they don't recognise. You can usually clear this by approving us in your bank app.
Address mismatch — if you moved and your card's billing address didn't update.

How to fix it

Open the card in your ReloadCard wallet
Tap Auto-reload — you'll see a yellow Suspended banner
Tap Update payment method
Add or pick a different card. Apple Pay and Google Pay work too.
Tap Resume auto-reload

We immediately attempt to charge the new card. If that succeeds, auto-reload is back on its normal schedule. If it fails, we don't keep retrying — you'll see an error and can try a different card.

What about the missed cycle?

Your card balance just doesn't get topped up during the suspension. Any in-progress bonus clawback window pauses for the duration of the suspension, so you won't be unfairly penalised.

I don't want to resume

No problem — just tap Cancel auto-reload instead of Resume. There's no penalty for letting a suspended subscription stay suspended; it's effectively the same as cancelling.

How to cancel auto-reload
PSD2 / 3DS challenge mid-cycle
Auto-reload FAQ