Multi-Seat Subscriptions: Handle a Credit Card Error

Before we begin

On the subscription management portal at, you can view and manage your multi-seat subscription for these products:

video_review_new.png Video Review assets_for_snagit_new.png Assets for Snagit
knowmia_new.png Knowmia Pro assets_for_camtasia_new.png Assets for Camtasia
audiate.png Audiate    

If you do not have a multi-seat subscription, see Purchase a Multi-Seat Subscription.

If you need a one-seat subscription, or are looking for a different product (Snagit, Camtasia, or other), you can visit our online store. Please note that licenses and subscriptions purchased in the online store cannot be managed on the subscription management portal.

Credit card error may occur when you make a purchase:

  • Sales team creates your multi-seat subscription.
  • You or the Sales team purchase additional products or seats.
  • You or the Sales team renew the subscription early or after it expires.

If your credit card payment fails, the order is not created. You can view an error message with details about why the payment failed (ex. incorrect credit card details or insufficient funds).


Please contact the card-issuing bank to resolve the issue. Or, add a new primary credit card.

Then try and place the order again. If the payment error persists, please contact our Customer Service team.

Credit card error may also occur when your subscription is auto-renewed. However, because the payment is withdrawn automatically, payment error is handled in a different way. See Multi-Seat Subscriptions: Why Is My Invoice Overdue > Overdue credit card payment on auto-renewal section.
This help topic is for Video Review, TechSmith Assets for Snagit, TechSmith Assets for Camtasia, TechSmith Knowmia Pro, and Audiate. If you are looking for information about TechSmith Snagit, TechSmith Camtasia, or TechSmith Knowmia Enterprise, please visit our help center.

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