Resolving Payment Issues

Last updated: November 2025

Having trouble with subscription payments? This guide helps you fix common payment problems quickly.

Common Payment Errors

1. "Card Declined" Error

How to Fix:

1. Check your bank account balance
2. Call your bank: "Enable online payments"
3. Ask bank to whitelist Paystack
4. Try different card if available
5. Use bank transfer instead

2. "Payment Failed" Error

How to Fix:

1. Check your internet connection
2. Verify card details correct (expiry, CVV)
3. Try again after 30 minutes
4. Check if bank debited you (if yes, contact support)
5. Use alternative payment method

3. "Insufficient Funds" Error

Solution:

1. Add money to your bank account
2. Settings → Subscription → Retry Payment
3. Or use different card/payment method

4. "Card Expired" Error

Solution:

1. Go to Settings → Payment Method
2. Click Update Card
3. Enter new card details
4. Save and retry payment

Subscription Renewal Failures

What Happens When Payment Fails

Updating Your Payment Method

1. Log in to InnGO dashboard
2. Settings → Payment Method
3. Click Add New Card or Update Card
4. Enter card details:
   • Card number
   • Expiry date (MM/YY)
   • CVV (3 digits on back)
   • Name on card
5. Click Save
6. Verify with OTP from bank

Manual Payment Options

Bank Transfer

If cards keep failing, pay via transfer:

1. Settings → Subscription
2. Click Pay by Transfer
3. Note the bank details and amount
4. Transfer from your bank app
5. Use Reference: Your hotel name + invoice number
6. Send proof to support@inngo.com
7. Account activated within 24 hours

Pay at Office (Lagos Only)

• Visit InnGO office
• Pay cash or POS
• Get instant activation
• Contact support for address

Disputed Charges

Bank Debited But Subscription Not Activated

1. Check bank statement for transaction reference
2. Screenshot debit alert
3. Email support@inngo.com with:
   • Hotel name
   • Amount debited
   • Date/time of transaction
   • Bank reference number
   • Screenshot
4. Support team investigates (usually same day)
5. Account activated or refund issued

Charged Twice by Mistake

1. Check Settings → Billing History
2. Verify both charges in your bank
3. Contact support immediately
4. Refund processed within 5-7 business days

Refund Requests

Eligible for Refund:

• Charged twice by error
• Subscription didn't activate after payment
• Technical error on InnGO side

Not Eligible:

• Changed mind after upgrading
• Forgot to cancel before renewal
• Used features during billing period

How to Request Refund:

1. Email support@inngo.com within 7 days
2. Include invoice number and reason
3. Provide bank account details
4. Refunds processed in 5-7 business days

Nigerian Bank-Specific Issues

GTBank Cards

• Often blocks online payments by default
• Call *737*51#, enable online transactions
• Or dial GTBank support: 0700-4826-5328

Access Bank Cards

• May limit daily online spending
• Call *901#, increase limit
• Or use Access Bank app → Cards → Set Limits

Zenith Bank Cards

• Enable e-commerce in ZenithDirect app
• Cards → Select Card → Enable E-commerce

First Bank Cards

• Call *894*11# to activate online payments
• Or visit branch to enable

Preventing Payment Issues

• ✓ Keep card details updated before expiry
• ✓ Ensure sufficient balance before billing date
• ✓ Enable online payments at your bank
• ✓ Add backup payment method
• ✓ Save InnGO emails - check regularly
• ✓ Set calendar reminder 3 days before billing

Still Having Issues?

Our support team is ready to help:

• Email: support@inngo.com (24-hour response)
• Live Chat: In dashboard (instant help)
• Phone: +234 [contact support for number] (9am-5pm WAT)
• WhatsApp: Available for urgent payment issues

Related Articles

• Understanding Your Billing Cycle
• Upgrading or Downgrading Plans
• Setting Up Payment Methods