# When a payment, order, or package gets stuck

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.

> **Type:** troubleshooting
> **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

## 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](/docs/billing/add-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](/docs/billing/overdue-payments). |

## 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](/docs/billing/invoice-profile). |
| “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](/docs/billing/cancel-or-delete). |

## 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](/docs/billing/invoices). |
| **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](/docs/billing/overdue-payments). |
| **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](/docs/displays/remove-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](/docs/billing/change-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](/docs/displays/remove-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](/docs/apps/install-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](/docs/billing/add-payment-method) — card, SEPA direct debit, and purchase on account.
- [Payment reminders, overdue notices, freezing, suspension](/docs/billing/overdue-payments) — which deadline is running.
- [Support: where to turn, what to include, and how we help](/docs/help/support) — for **Switched off**, **Not in your agreement**, and purchase on account.