A payment didn't go through

Ontryst is free right now — nothing is being charged, on the app or on the web. See Is Ontryst free?.

This page is still here because a payment you made earlier, or a store subscription that's still running, doesn't stop mattering just because the app is free today. Refunds, failed charges and cancellations all still get dealt with — write to us.

Where a payment goes depends on how you started it, and that determines who can fix it.

First: did it actually fail?

A charge can appear on your statement before it settles, and a subscription can take a moment to activate. Close and reopen the app and check Settings → Subscription before paying again.

Do not retry a payment repeatedly. Each attempt can place a separate authorisation on your account, and you may end up waiting for several to clear rather than one.

If you paid through the App Store or Google Play

The store took the payment, not us. That means:

• the receipt comes from Apple or Google
• refunds are requested from them, not from Ontryst — we cannot issue one on their behalf
• cancelling is done in your store account, and cancelling stops the next renewal rather than ending the current period

If the store shows a completed purchase but Ontryst doesn't show the plan, that's ours to fix — contact support with the store receipt.

If you paid by mobile money

Mobile money can leave a payment pending while the operator confirms it. Check for a confirmation SMS from the operator first — if there's no confirmation, the money hasn't moved.

If your operator confirms the debit but Ontryst still shows no plan, send support the operator's transaction reference. That reference is what lets us trace it; without it there is very little we can do.

If you paid by card

Cards are declined for reasons the bank doesn't share with us — regional restrictions on online payments are a common one in some markets. Your bank can tell you why; we only see that the attempt failed.

Cancelling

Cancelling stops future renewals. It does not end the plan you've already paid for, and it doesn't delete your account — see Pausing or deleting your account for that.

If this didn't help, tell support

Email support@ontryst.com with:

• how you paid — App Store, Google Play, mobile money, or card
• the transaction or receipt reference
• the date and amount
• what you see in Settings → Subscription

Never send full card numbers or PINs. Support will never ask for them, and we don't need them to trace a payment.