Payment for tokens or Premium didn't go through
Usually the store declines the card or the payment window doesn't load. Check the card in the store, try again, or choose another way to pay.
Updated November 2, 20263 min read
This article is about a payment that failed. If the money was charged but tokens or Premium didn't appear, see Purchased tokens or Premium not showing.
Messages you may see
| Message | What it means |
|---|---|
"Taking too long to load. Please try again." | The payment window didn't load. Check your connection and open it again. |
"Couldn't open the payment page in the browser. Opening checkout in the app…" | The browser didn't open, so the card payment page opens inside VocaLingo. Continue there. |
"Failed to create payment. Please try again." | The YooKassa payment wasn't created. Try again in a minute. |
A message from Apple or Google about the card or payment method | The store declined the payment. See the next section. |
If the App Store or Google Play declined the payment
In the app, Apple or Google charges the card, so the decision is theirs. Check the payment method in the store:
iPhone: Settings, your name, Payment & Shipping.
Android: Google Play, profile picture, Payments & subscriptions, Payment methods.
Common reasons: not enough money or an online payment limit on the card, an expired card, or a card from a different country than the store account. Fix the payment method or add another one, then buy again. If the bank blocked the payment, call the bank.
If the payment window doesn't open
Check that the internet works and turn off a VPN if you use one.
Close the payment window and open it again from Settings: Get Premium or Balance, Buy tokens.
Update VocaLingo in the App Store or Google Play.
If the store window can't be shown at all, the app offers a card payment page instead. The purchase still goes to your VocaLingo account.
If the payment shows as pending
Some methods, such as Pix and boleto in Google Play, are confirmed by the bank later, from a few minutes to a day. Google Play may even report the purchase as cancelled while the order is still open. Don't pay a second time: the tokens arrive after the confirmation, and you'll get a "Tokens credited" notification.
If you pay with a Russian bank card
The App Store and Google Play usually don't accept Russian cards. For them VocaLingo has YooKassa:
The card payment through YooKassa is offered when the app language is Russian. Change it in Settings, App Language.
On Android with a Russian time zone, YooKassa opens first, and the store stays available through the "Оплатить через Google Play" link.
In other cases, if you close the store window without paying, the app suggests: "Не получилось оплатить? Вы можете оплатить российской банковской картой."
The YooKassa payment page opens in the browser. Prices are shown in rubles. If you paid and closed the page before returning to the app, the payment is still credited after the bank confirms it. YooKassa Premium doesn't renew by itself: see how cancellation and renewal work.
Another way to pay
In the web version, web.vocalingo.app, tokens and Premium are paid by card. Sign in with the same account: the purchase shows up in the app on iOS and Android too. Prices for every method are listed in how to buy tokens.
When to write to support
Write if the payment keeps failing with every method, or if money was charged twice. Open Settings, Support, choose the Payment topic, or use the support form. Include the account email, the payment method, the exact error text or a screenshot, and the date of the attempt.
Contact support
Describe the problem and we will reply by email. Add the file name or job ID if you have one.