---
title: "Fix a payment problem"
description: "What each payment message means, and what to do next."
---

> Documentation Index
> Fetch the complete documentation index at: https://docs.medlibro.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Fix a payment problem

After an online payment, your **Subscription** page shows a message. This page says what each message means and what to do next.

> If money may have left your card, do not pay a second time. Read the message first.

## Wait, and do not pay again

In these cases your payment may be real, so a new payment can charge you twice.

- **Payment being processed**: your payment is in progress. Wait a few moments, then select **Check again**.
- **Payment received, being checked**: your payment reached MedLibro, and the team must check it before your plan starts. You have nothing to do. If you have a question, select **Contact us**.
- **Can't check for the moment**: the payment service does not answer now. Select **Check again** later. If your payment went through, MedLibro confirms it at the latest on your next visit to this page.
- **Can't check**: MedLibro could not check the payment. Check your internet connection, then select **Check again**.

## Try the payment again

In these cases MedLibro recorded no payment. **Retry the payment** starts a new payment for the same plan.

- **Payment declined**: your payment was refused, and nothing left your card. The page can show the reason. Check the details that you typed, your card's balance and limit, and that your card is enabled for online payment. Then select **Retry the payment**.
- **Payment cancelled**: you cancelled the payment, or it stopped before the end. Select **Retry the payment** when you are ready. If money left your card all the same, do not pay again. Select **Contact us**.
- **Payment not started**: the payment page did not open, and nothing left your card. Select **Retry the payment**.

After **Payment declined** or **Payment not started**, you can also select **Use an activation key**.

## If you see Payment not found

**Payment not found** means that the link does not match a payment of this account. If you paid from another account, log in to that account to find your plan.

## If the payment page does not open

When you select **Go Premium**, you can see **The payment page couldn't be opened. Please try again.** Nothing left your card. Select **Go Premium** again. If the message comes back, [contact us](/en/help/contact-us).

<a id="if-your-plan-does-not-appear"></a>
## If your plan does not appear after you pay

Do not pay again. Do these steps first.

1. Make sure that you are logged in to the account that paid.
2. Open your [Subscription](https://medlibro.co/subscriptions) page. MedLibro checks your recent payments each time you open it.
3. If the page does not show your plan or your new end date, [contact us](/en/help/contact-us).

Give the email address of your account, and the date and the amount of your payment.

## If a plan does not appear on the Pricing page

If the page shows no plan cards, check your internet connection and reload the page. If a plan card shows **Activate a key**, read [If the plan card shows Activate a key](/en/plans/buy-a-plan#if-the-card-shows-activate-a-key).

## Contact MedLibro about a payment

Most payment messages show the **Reference**, **Plan**, **Amount** and **Date** of your payment. To copy the reference, select the copy button beside it. Quote it each time you write about this payment.

On **Payment cancelled** and **Payment received, being checked**, **Contact us** opens an email with these details already in it. Add your words, then send the email.

Source: https://docs.medlibro.co/en/plans/payment-problems