My membership with automatic renewal (subscription) is overdue/unpaid

Have you noticed that a payment has not been charged, or have you received an email from our payment service provider stating that a payment could not be charged? Please note that for technical reasons, the status of your subscription is not directly visible in your account. You may see the next payment date even though the payment is still outstanding. This is because the (unpaid) invoice has already been issued, so for us the date of the next invoice is already in the future.

Of course, this does not mean that the last invoice does not have to be paid. To give you time to resolve the payment issue, we will allow you some time during which we will not terminate your premium membership despite the outstanding payment. However, please understand that we cannot make any retroactive cancellations, which means that the outstanding payment must be settled in any case. We can only accept a cancellation on the next billing date.

If your payment has failed, you should first find out why. There can be various reasons for this, but unfortunately we are rarely able to see the exact reason, as banks usually only provide a general error code that simply states that the transaction has been declined. Reasons for this could include a blocked or expired card, exceeded limits, or security concerns on the part of the bank.

If you would like to add a new credit card, you can do so via the “Manage Membership” button in your account area. The exact procedure varies depending on the payment service provider, but in most cases it is self-explanatory. Please note that registering a new credit card does not necessarily trigger an immediate debit. Our payment service providers will attempt to debit the outstanding payment several times, so it may take a few days before the amount is actually debited.

If you have been able to resolve the issues with your credit card and do not need to register a new card, you do not need to take any further action, as the payment will be automatically attempted again.

Of course, our customer service team is also happy to help if you have any questions or need assistance.

Security notice: We recommend that you only use the “Manage Membership” button on our website to make changes to your subscription.