Troubleshooting SEPA payment failures

Determine why your SEPA payment failed.

Last updated October 2, 2024

If you use direct bank transfers through the Single Euro Payment Area (SEPA) as a payment method, follow this guide to learn more about failed or declined payments, and disputed charges.

Tip

If you can’t access the billing information for a domain that recently migrated from Google, you likely need to log into Squarespace with a different email address. If you don’t know which email address your Squarespace-managed domain is linked to, follow our account recovery steps for that custom domain.

Why was my SEPA payment declined?

Your SEPA payment can be declined for the following reasons:

  • You don’t live in one of the SEPA zone countries
  • Your bank account isn’t located in one of the SEPA zone countries
  • You entered your IBAN number incorrectly
  • There weren't enough funds in your bank account

For more help about a declined payment, contact your bank.

What if my subscription renewal fails?

When your subscription automatically renews, we’ll try to process your payment using your SEPA information. If we can’t renew your subscription on the first try, we won’t try to process your payment a second time.

If your subscription payment fails, the subscription becomes “past due” and can expire. You can't use the service until you update your billing information. After you update your payment method, we'll automatically process any outstanding payments.

Note

We recommend switching from SEPA to a card to fix past due website subscriptions. Entering new SEPA information may result in your subscription expiring before the payment settles.

Learn more about subscription expiration time frames.

Disputed charges

If a disputed charge resolves in your favor, and SEPA is your payment method, your bank may require that we remove the payment method from your account.

If you have a Squarespace website, review the Payment Information panel to check if your SEPA payment method is still connected. If you have a domain that’s not associated with a site, click the domain in your Domains dashboard, then click Billing to check your SEPA connection.

If the payment method is no longer there, add your SEPA information again or another accepted form of payment to keep your subscription active.

If your subscription expired, follow the steps to reactivate your site, or domain.

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Troubleshooting SEPA payment failures