Norami DocsWhen a payment fails
What a declined card looks like in Norami, and how to get things running again.
Cards expire, banks decline charges, verification times out — it happens. This page shows what each situation looks like and how to fix it. Two things are always true: your data and assistants are never affected by a payment problem, and Norami tells you when no charge was made, so you won't be charged twice for retrying.
A top-up didn't go through
If you buy credits and the payment fails, the Add credit window shows "Payment didn't go through" with the reason — for example that the card was declined, has expired, or that your bank couldn't verify it. You get three ways forward:
- Try again — retries the same amount with the same card. Use this after a verification (3-D Secure) hiccup or a temporary decline.
- Use a different card — enter a new card and Norami retries the charge with it right away. The new card also becomes your card on file.
- Choose a different amount — go back and pick a smaller top-up.
When the panel says "No charge was made," it means exactly that — retrying won't double-charge you. If it says billing was temporarily unreachable, wait a moment and try again: any charge that did succeed is always credited to your balance automatically.
Chat says you're out of credit
When the wallet runs out, chat shows an amber notice instead of an answer:
- Owners and admins see "Your workspace is out of AI credit. Add credit from Billing to keep chatting." with a Go to billing link.
- Members see "This workspace is out of AI credit. Ask a workspace admin to add more."
Add credit (or wait for automatic recharge) and chatting resumes — nothing is lost.
AI can also pause because your workspace reached its monthly usage limit — the notice looks similar but mentions the limit. See Understanding usage & cost.
Automatic recharge didn't top you up
Automatic recharge charges your card on file unattended, so if the card is expired or the bank asks for verification, the recharge quietly can't complete — there's no pop-up, and recharge stays switched on. The sign is simply that your balance stays low (or chat reports you're out of credit) even though auto-recharge is on.
The fix: go to Billing, check the card on your Credit balance card, update it if needed, and top up manually once. Future recharges will use the new card.
Your monthly plan payment failed
When the monthly plan payment can't be collected, the workspace owner gets an email — "Your Norami payment failed — update your card". There's no need to panic:
- At first, nothing changes. The charge is retried automatically over the next several days, and your workspace keeps working normally while that happens.
- Update your card using the button in the email (or see below) and the next retry will go through.
- If the card keeps failing, the subscription is eventually cancelled and AI features pause. The billing page shows "Your subscription is cancelled", and the owner can bring everything back with the Reactivate subscription button. Your data, assistants, and history are all still there.
Updating your card
Owners and admins can change the card on file from Billing in two ways:
- On the Credit balance card, click the card shown (for example "Visa •••• 4242") and enter the new one. This card is used for top-ups and automatic recharge.
- Owners can also open Invoices & billing → Manage billing to update the card, download receipts, or cancel — this opens the secure Stripe billing portal.
Who can fix payment problems
Billing is available to workspace owners and admins; changing the plan and the Stripe billing portal are owner-only. If you're a member and hit a payment notice, ask a workspace admin — see Roles.