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What happens if my payment fails on a subscription order?Updated 2 days ago

TL;DR: If a renewal payment fails, we email you and retry automatically. The subscription order won't ship until the payment goes through. To fix it, update your card or PayPal in your subscription portal. If payment continues to fail, we may pause or cancel the subscription.


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What happens if my payment fails on a subscription order?

When a Koh subscription renewal payment fails, the order is held and not dispatched. We email you to let you know, and then automatically retry the charge. If a working payment method is on file, the retry succeeds and the order ships. If retries continue to fail, we may pause or cancel the subscription per clause 36.3 of our Terms of Sale. The fix is to update your card or PayPal in the subscription portal at koh.com/a/account/login. Once a working method is saved, the renewal goes through.

1

Order is held, not dispatched

When a charge fails, the renewal order pauses before dispatch. Nothing ships until the payment goes through.

2

We email you, then retry automatically

You'll get a notification email at the address on your account. We attempt to charge the saved payment method again over the following days.

3

If payment keeps failing, the subscription may pause

Per clause 36.3 of our Terms of Sale, repeated failures may result in the subscription being paused or cancelled. You can resume anytime once payment is updated.

Why might my subscription payment fail?

The most common reasons a subscription payment fails are: an expired card, a card replaced or cancelled by your bank (often after fraud detection or a card reissue), insufficient funds at the time of the charge, a billing address that no longer matches your card, or a transaction blocked by your bank's fraud protection. Saved digital wallets (Apple Pay, Google Pay, Shop Pay) can also fail if the linked card has expired or been replaced. PayPal can fail if your funding source has changed or your PayPal account has billing restrictions.

The most common reasons:

  • Expired card on file (most common)
  • Card replaced or cancelled by your bank, often after fraud detection or a card reissue
  • Insufficient funds at the time of the charge
  • Billing address mismatch after you've moved or updated details
  • Bank fraud protection blocked the transaction (sometimes happens with first-time recurring charges)

Digital wallets (Apple Pay, Google Pay, Shop Pay) and PayPal can also fail if the linked card or funding source has expired or been replaced.

How will I know my subscription payment has failed?

We send a notification email to the address on your Koh account when a subscription payment fails. The email explains what happened and links to your subscription portal to update your card. You'll also see the failed renewal in your subscription portal under recent orders. If you don't see the email, check your spam or promotions folder, the sender is [email protected] or our subscriptions email address. If a renewal date has passed and you haven't received your order, check the portal first.

✓ Email notification

We email the address on your Koh account when the charge fails. The email explains what happened and links to your subscription portal to update your card. Check your spam or promotions folder if you can't find it.

✓ Visible in the portal

Failed renewals also show up in your subscription portal under recent orders. If a renewal date has passed and your delivery hasn't arrived, check the portal first.

How do I fix a failed subscription payment?

To fix a failed subscription payment, sign in to your Koh subscription portal at koh.com/a/account/login and update the payment method on your active subscription. Add a current card or PayPal account, save the change, and the renewal retries automatically. Once the new method works, the held order is dispatched on the standard 3 to 5 business day delivery window. If you've tried updating and the payment still fails, email our team with your account email and we'll investigate.

1

Sign in to your subscription portal

Use the email on your account, we'll send a one-time link, no password required.

2

Update your card or PayPal

Open your active subscription, update the payment method to a current card or PayPal account, save the change.

3

Retry happens automatically

Once the new method works, the renewal retries and the held order ships on the standard 3 to 5 business day delivery window.

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If you've tried updating and the payment still fails, email our team with your account email and we'll investigate.

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Last reviewed: May 2026

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