Payment method: Renewal paid with the wrong credit card

Symptoms

A renewal order has already been paid using the wrong credit card, and the payment needs to be made again using a different card.

Environment

• Customer type: Personal, Commercial
• Region: All regions
• Product: All paid products

Cause

The renewal was successfully processed using a payment method that should not have been used for the purchase.

Resolution

1. Contact Sales Support and provide:
   a. The invoice or order number
   b. The relevant license ID(s)
2. Sales Support will verify whether the completed order is eligible for a refund
3. If eligible, the payment will be refunded to the original payment method
4. Sales Support will disable automatic renewal for the affected subscription to prevent the card from being charged again
5. Sales Support will provide a new renewal quote
6. Complete the renewal quotation using the correct payment method and reenable autorenewal at checkout, if needed