FAQs
English
"Your account is on hold because of a problem with your last payment"
If you see this message, it means we were unable to process your recurring subscription fee. To ensure you don’t lose your training progress or access to simulations, you’ll need to resolve the payment issue.
Why is my account on hold?
We typically place a hold on an account when your bank or payment provider declines a transaction. This can happen for several reasons:
- The payment method on file has expired.
- There are insufficient funds to cover the monthly or annual fee.
- Your bank has blocked the transaction for security or “unusual activity” reasons.
- Your credit card has been reported lost or stolen.
How to restart your subscription
You can usually fix this in a few clicks to get back to your lessons immediately:
- Sign in to your account at tradefoxapp.com.
- You will see a prompt to Update Payment Information.
- Re-enter your current card details or add a new payment method.
- Once the payment is successfully processed, the hold will be lifted automatically.
Note: If you are billed through Apple or Google Play, you must update your payment method in your phone’s App Store settings rather than on the Tradefox website.
What happens to my progress while on hold?
Don’t worry—your hard work is safe.
- Certifications: Any certificates you’ve already earned will remain in our system.
- Simulation Progress: Your scores and “lessons completed” data will be saved.
- Access: You will have limited access to Premium simulations until the balance is cleared. Once the hold is lifted, everything will be exactly where you left it.
Tips to prevent future holds
To avoid losing access during a critical study period:
- Add a backup: Keep a second payment method on file in your Billing Settings.
- Check your expiration: We’ll try to send an email reminder before your card expires, so keep an eye on your inbox.
- Annual Billing: Consider switching to an annual plan. Not only is it often cheaper, but it also reduces the number of times a payment could potentially fail.
Still having trouble?
If your card details are correct and you have sufficient funds but the payment still fails, we recommend contacting your bank or credit card provider. They can tell you exactly why the charge was declined and help you authorize future payments to Tradefox.
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