What do I do when my account is in dunning?

Your account goes in DUNNING mode if a planned payment using the billing information you provided fails for some reason. When this happens, our billing system is unable to charge your payment method on your billing date.

You will be sent 3 notices while your account is in DUNNING. Please read the notices carefully in order to check how many days are left to clear the outstanding payment. If you do not make the payment within 25 days from your billing date, the system automatically suspends your subscription plan and downgrades your account to FREE. 

To avoid this, clear your outstanding balance by following these steps:

1) Log into your account, hover over your profile photo, select "Account Settings" from the drop down menu, then click on "Billing" in the top menu to get to your Billing page.

2) Click on "Change payment method" and update your credit card information and submit the updated information

(Remember: issuu accepts payment by the major credit cards - Visa, Master, AMEX, JCB, Discover and Diners Club. We do not accept any other method of payment like bank transfers, invoices, wire transfer, purchase orders, or cheques)

 

TIP:  To complete the process, you should see a pop-up dialog box after clicking "Add/Change Payment method". If you don't see the pop-up box, please check and make sure that you don't have a pop-up blocker activated. If you do, please change the settings to allow for pop-ups from issuu.com. Also make sure that you have Flash player activated and working on your browser. See http://helpx.adobe.com/flash-player.html

 

If the transaction is successful, the money will automatically be deducted by our billing system. Once the payment has been successfully collected from your new payment method,  the yellow notice bar on the top of your account will disappear. 

Note: If the notice doesn't disappear, it means our system is not accepting your credit card. When this happens, it's possible that:

  • There might be something wrong with your card,
  • Your card details were not entered properly, or
  • Your bank is rejecting the charge.  

Please make sure to check that none of these things are happening, and if there's still a notice showing and you are still receiving notices, contact issuu Support via the "Submit a Request" tab at the top of this page.

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