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Question

Payment Failed after OTP authentication – Stripe declining card?

  • July 6, 2026
  • 1 reply
  • 26 views
tanya chinnarat

Hi everyone,

I'm trying to upgrade to the Professional Plan from Thailand using an SCB Debit Mastercard.

The card is enabled for online and international transactions. OTP verification completes successfully, but after that I receive:

"Payment couldn't be completed. Please try again with a different payment method."

An invoice for $21.40 is created, but the payment history shows no successful payment.

I have already opened support tickets (#1996537 and #1998649), but I'm wondering if anyone has experienced a similar issue with Stripe or debit cards from Thailand.

Any advice would be appreciated. Thank you!

1 reply

Gayani_S
Figmate
  • Gayani_S
  • Community Support
  • July 6, 2026

Hey ​@tanya chinnarat, thanks for reaching out! 

For security and privacy reasons, we're not able to look into billing or account-specific details here on the forum. I can see you've already opened tickets #1996537 and #1998649, so someone from our support team will be in touch with you directly to dig into what's happening with the payment.

In the meantime, a couple of things worth trying:

  1. Since your invoice was created but the charge didn't go through, you may be able to pay it directly through Stripe. Check your invoice details in Figma and click the invoice number to open it in Stripe, you can try the payment from there.
  2. If that doesn't work, try a different card under Admin > Settings > Billing > Payment details. Some banks flag international or debit transactions even after OTP clears.

Figma will keep attempting the payment for up to 21 days after the initial failure, so there's a bit of a buffer here. That said, if it continues to fail past that window, the account can end up in a view-only state until a successful payment goes through, so it's worth trying the steps above sooner rather than later.

You can find more on this in Failed payments.

Our team will follow up on your open tickets to get this fully sorted. Thank you for your patience in the meantime!

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