thread Re: Unable to pay 'Personal Site Plan' and has now been 'Unpublished'! in Online Store

Unable to pay 'Personal Site Plan' and has now been 'Unpublished'!

Jen100 — Wed, 19 Nov 2025 17:30:31 GMT

Hi, Our online site has been 'unpublished' as it has been impossible to update/validate our payment method for our annual subscription. Has anyone else had any problems with this? Calls to the help centre have been unhelpful as have emails and live chat. Many thanks for any feedback.

Re: Unable to pay 'Personal Site Plan' and has now been 'Unpublished'!

Breffni — Tue, 09 Jul 2024 15:24:30 GMT

Hi @Jen100, thanks for flagging this and I'm sorry to hear that you're running into this.

Can you share some more details about what happens when you try to renew your subscription? Is there a particular error message that you're seeing? Have you changed your bank/card details?

Re: Unable to pay 'Personal Site Plan' and has now been 'Unpublished'!

Jen100 — Tue, 09 Jul 2024 16:34:25 GMT

Update: Issue finally resolved thanks to a very helpful and patient square support member. It has been escalated to the engineering team as any card attached to the account was being rejected at point of authorisation (same card that was fine for our Square for Retail subscription payment oddly). A personal card had to be used to make the payment on this occasion.

Re: Unable to pay 'Personal Site Plan' and has now been 'Unpublished'!

Breffni — Wed, 10 Jul 2024 07:10:20 GMT

Thanks for letting us know that it's now resolved, @Jen100. If you need anything else, let me know.