When a payment, order, or package gets stuck
The bank declines, an order cannot be completed, or a function shows a lock.
8 minute readBillingUpdated: 10/25/2026
On this page
Before you start
- For
- Owners who order or pay, and Managers who run into a limit of their package.
- Prerequisite
- Access to billing. Changes to the contract are reserved for Owners.
- Where in the portal
- Billing › Change contract · warning above the page
A payment does not go through, an order cannot be completed, or a function shows a lock. Look for the wording you see in the portal. The tables are in the order in which these cases occur.
The bank or the payment service
| Symptom | Meaning | Solution |
|---|---|---|
| “Your bank declined the payment. Nothing was charged and no order was placed.” | The bank rejected the charge. Below it is the reason given by the bank. | Choose a different payment method and complete the order again, see Add a payment method. |
| “Your bank is verifying the payment. Please do not close this window.” | The confirmation at your bank is still running. | Wait until the window returns on its own. Do not close it. |
| “Your bank declined the confirmation — nothing was charged.” | The bank did not allow the payment method. | Try again and use a different payment method. |
| “The payment service is currently unreachable.” | The payment provider does not answer. | Try again in a few minutes. |
| “Card payment is not available here right now.” | Card payment is not set up for your organization. | Write to abrechnung@szenera.com. Szenera adds the payment method for you. Purchase on account is unaffected. |
| The Payment way tile shows Missing and can be clicked. | No payment method is on file, and the tile is the button. | Click it, and it opens the sheet Add payment method. |
| A direct debit came back. | The account was not covered, or the bank objected. | Add a new payment method. Szenera does not cover chargeback fees. The deadlines are under Payment reminders, overdue notices, freezing, suspension. |
The order does not proceed
| Symptom | Meaning | Solution |
|---|---|---|
| “Please add a payment method first.” | Szenera delivers against payment in advance. An increase needs a payment way. | Open payment and add a payment method. Reductions also run without one. |
| “Please complete your invoice profile first.” | Company, address, or country is missing. | Complete invoice profile, see Invoice profile, VAT ID, and tax. |
| “The amount has changed — from … to …” | Between the breakdown and completion, the price changed. | Check the breakdown once more and then order. |
| “This order is more than seven days old. We recalculated the prices.” | The draft was left too long. | Check the breakdown and order again. |
| “This order is no longer valid. We started a new one from your current contract data.” | The contract has changed in the meantime. | Continue with the new order. |
| “Please accept the terms to place the order.” | The consent checkbox is not checked. | Check the consent box, then click Place binding order. The button shows the amount. |
| “Owners change billing data. Please ask someone on your team.” | Your account is not allowed to change the contract. | Ask an Owner of your organization. |
| “Your contract ends on …. Withdraw the cancellation to expand.” | A cancellation is scheduled. | Withdraw cancellation, see Cancel the contract or delete the organization. |
A status blocks everything
These five blockers stop the order and each names the way out.
| Symptom | Meaning | Solution |
|---|---|---|
| A payment method is missing | “We deliver against payment in advance. Add a payment method and you can continue.” | Add payment method |
| An invoice is overdue | “Once it is settled we book the addition right away.” | Pay invoice … or View outstanding invoices, see Invoices, credit notes, and documents. |
| The last charge failed | “Your bank declined the charge. Update your payment method and we will carry on.” | Update payment method |
| Your organization is frozen | “Once the open invoice is settled you can continue here.” | Settle the invoice or add a payment method. The deadlines are under Payment reminders, overdue notices, freezing, suspension. |
| Your contract is suspended | “Get in touch and we will reactivate your contract.” | Get in touch — this case goes only through support. |
Invoice profile, VAT ID, and tax
| Symptom | Meaning | Solution |
|---|---|---|
| “VAT ID … was not confirmed. The European register does not know this number.” | The member state does not know the number. With it, no order from another EU country is possible. | Check the number, correct it, and choose Check now. |
| “The European register is not responding right now.” | The lookup is not reachable. | Nothing to do. Szenera asks again before the invoice is created. A confirmation already given stays valid. |
| “An order from … requires a confirmed VAT ID. Our offer is addressed exclusively to businesses.” | Based in the EU, but without a confirmed number. | Enter a valid VAT ID in the invoice profile. |
| “Our issuer master data is incomplete. We will get in touch — you can order right afterwards.” | Something is missing on Szenera’s side. | Wait briefly. Szenera will get in touch. |
| “For a shipment across the border we cannot determine the tax here. Please get in touch.” | A delivery abroad cannot be priced here. | Order through support. |
No free seats, no suitable function
| Symptom | Meaning | Solution |
|---|---|---|
| “Every booked display is paired.” / “Your contract does not cover more displays.” | No booked seat is free. Below it says “… of … booked displays are paired.” | Book another display without leaving the pairing, Go to billing, or free a seat, see Remove a display. |
| “Your package carries at most … displays.” | The limit is the package, not the number of seats. | Change the package in billing, see Change your contract. |
| “You have 4 displays paired — the reduction takes effect at the end of the period.” | You want to reduce below the number of paired displays. | Remove the surplus displays by the end of the period, see Remove a display. If more displays are paired than booked on the effective date, the portal freezes the surplus ones after seven days. |
| “Web displays are not enabled for your contract.” | The browser connection type is not booked. | Book it, or pair through a device of your own, which stays open. |
| “Multiple displays per device are not enabled for your contract.” | The second display on the same device is not booked. | Book it, or use another device. |
| “Video walls are not enabled for your organization.” | Each assembled surface is booked individually. No package includes one. | Book a video wall, then it can be created. |
| Storage is full and an upload is rejected. | The total storage grows with the booked displays. | Clean up and empty the trash, or book another display. |
An app cannot be booked or is locked
| Symptom | Meaning | Solution |
|---|---|---|
| “This app is only included from a larger package.” | The app belongs to a larger package. | Switch to billing through View packages, see Install or book an app. |
| “This app is paid and must be booked first.” | A bookable app that is not part of any package. | Book and install. The dialog names the monthly price. |
| “No further apps can be installed at the moment.” | No further app fits. | Uninstall an app you do not use. |
| “This app is not available for your organization.” | The app is not enabled for your organization. | Ask us. |
| An app shows Not in your package. | Your package no longer includes the app, or the booking has ended. | Settings and data are kept. A larger package or a renewed booking switches the app on again right away. |
A lock next to a function
| Symptom | Meaning | Solution |
|---|---|---|
| From Premium or another package name | The function belongs to a larger package. What is already set up stays. Cleaning up is always possible, creating something new is blocked. | View packages takes you to billing. |
| Switched off | We have switched the function off for your organization. | A larger package changes nothing about that. Write to us. |
| Not in your agreement | The function is not part of your agreement. | Support clarifies this too, not billing. |
| No badge at all although you expect one | The contract situation could not be retrieved at the moment. | The button stays disabled as a precaution. Reload the page later. |
At the end of the trial
| Symptom | Meaning | Solution |
|---|---|---|
| No payment method yet. with “Free until …” | The trial ends, and nothing happens automatically afterwards. | Add payment method, then everything continues without interruption. |
| After the end of the trial: Organization frozen. | A payment method was missing at the end of the trial. | Add a payment method. Changes are possible again right afterwards. |
| “Your trial ends with this order …” | A package change ends the trial. Billing starts from the day of the change. | Order only if you intend that. |
Related
- Add a payment method — card, SEPA direct debit, and purchase on account.
- Payment reminders, overdue notices, freezing, suspension — which deadline is running.
- Support: where to turn, what to include, and how we help — for Switched off, Not in your agreement, and purchase on account.
Found what you needed? Then carry on in the portal — or set up an organization first.
Go to the portalTry it free