---
lastModified: 2026-09-10
title: "We couldn't activate your plan"
description: "Resolve Runner errors for checkout, billing portal, and failed payments: meaning, safe recovery steps, and how to verify the result."
---

## Checkout, billing portal, and failed payments

**Messages you may see**

- `Your payment didn't go through. Check your card and try again; no credits were added.`
- `We couldn't add the credits, so we refunded your payment. Try again whenever you're ready.`
- `Your latest payment failed`
- `We couldn't open your billing portal. Try again; your plan is still active for now.`
- `We couldn't open your billing portal. Try again; nothing on your plan has changed.`
- `We couldn't activate your plan`
- `Try again. If you were charged, contact support and we'll sort it out.`
- `Failed to create billing portal session`
- `Payment method could not be verified`
- `We couldn't verify your payment method. Please update it to avoid payment issues.`
- `Payment failed`
- `Payment failed. Please update your billing info.`
- `Auto top-up payment failed`
- `{name}, update your payment method in billing, then enable auto top-up again.`
- `Auto top-up cycle limit reached`
- `{name}, auto top-up has reached this credit cycle’s spending limit. Manage the limit in billing.`
- `Price ID not found for the selected plan`
- `No checkout URL returned`

Opening checkout or the billing portal can fail before a payment happens. An activation failure after payment requires checking billing, not paying repeatedly.

1. Reopen billing and check the current plan, credit balance, and payment status.
2. If only opening the portal failed, retry opening it once.
3. For a failed or unverified payment method, update it in billing. For auto top-up payment failure, enable auto top-up again after updating the method; for a cycle limit, review the spending limit in billing.
4. If you were charged but the plan did not activate, contact support with the workspace, payment time, and receipt reference. Do not send full card details or start duplicate purchases.
5. If checkout reports a missing price or URL again after reopening billing, report the plan and billing interval to support.

**Check:** The portal opens, or Runner billing shows the expected activated plan, payment status, or credit balance.

## If the error returns

Contact [Support and community](/en/guides/help-and-reference/support-and-community) after one appropriate retry. Include the exact error, page or conversation URL, workspace/store, approximate time, and what you checked. Remove sign-in codes, credentials, payment details, and customer information.

[All account and chat errors](/en/guides/help-and-reference/error-playbook-account-and-chat)