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Issues with Invoices or Card Payments
If you’re experiencing issues with a payment or have questions about an invoice, this guide will help you resolve the most common problems quickly to ensure your Yeti account remains in good standing.
Card Payments
How do I update my payment method?
1. Have a Yeti Admin user log in to your Yeti account
2. Go to: Settings → Subscription → Credit Card
3. Enter your updated card details and click Save
What are some common reasons payments fail?
Insufficient funds
Your account may not have enough available balance at the time the charge was attempted.
What to do
- Confirm sufficient funds are available
- We’ll automatically retry the payment once funds are restored
Bank security or fraud protection
Banks sometimes block charges as a precaution — especially for:
- Subscription renewals
- New merchants
- Larger or unusual amounts
- Foreign Transactions: Yeti is based in Canada and bills in USD. Your bank or card provider may treat this as a foreign transaction, which could result in a decline or block.
What to do
- Contact your bank and ask them to approve the charge
- Request that future recurring payments to Yeti be allowed
Card expired or replaced
If your card has expired or was recently replaced, the saved details may no longer be valid.
What to do
- Update your card information in your account settings
Card limits reached
Some cards have daily, monthly, or per-transaction limits that may have been reached.
What to do
Contact your bank to check or increase your card limits
Or try a different card
Additional verification required
Your bank may require extra verification (such as 3D Secure) before approving the payment.
What to do
Log in to your account and retry the payment to complete verification
Some cards (especially debit or corporate cards) may block recurring or subscription charges by default.
Contact your bank to enable recurring payments
Or update your account with a different card
Will Yeti Retry the Payment?
Yes. We automatically retry failed payments over several days in case the issue resolves on its own.
To avoid service interruptions, we recommend checking with your bank as soon as possible if a payment fails.
What if I’m still having trouble?
If your bank has confirmed everything looks good on their end and your payment is still failing, please contact our finance team and we’ll be happy to help.
Invoicing
If you need answers to any of the following, please contact our finance team, as we’ll be happy to help. support@yetisoftware.com
Common Questions
- Invoice not received or missing
- Invoice sent to the wrong email address
- Invoice amount doesn’t match expectations
- Duplicate or unexpected invoices
- Unable to download or access an invoice
- Invoice date doesn’t align with billing cycle
Charges & Pricing Concerns
- Unexpected charge or price change
- Proration questions after plan upgrade
- Charged after canceling
- Multiple charges in the same billing period
Subscription & Plan Changes
- Unsure which plan is currently active
- Changes not reflected on the next invoice
- Subscription shows as suspended or canceled
- Confusion about renewal dates
Refunds & Credits
- Refund eligibility questions
- Credit not applied to next invoice
- Timing of refunds to original payment method