Billing and payment issues

How payments work on La Touche Musicale

Our payments are processed via Stripe, a secure payment platform. Depending on your country, bank, and device, you can usually pay with the most common payment methods (credit card, Apple Pay, Google Pay, PayPal, etc.).

Payment declined when subscribing

In most cases, the decline comes from the bank (and not the website). The most common causes are:

• Missing authentication (3D Secure validation, validation in the banking app).
• Limit reached or online payment blocked.
• Card expired or incorrect information.
• Bank that refuses certain “online” purchases by default.

What you can do right away:

1. Try again, checking that the bank validation has been completed (3D Secure).
2. Try another payment method (another card, Apple Pay, Google Pay, PayPal).
3. If it is still declined, contact your bank and ask if an “online payment” or “international payment” block is active.

Monthly renewal and failed payment

If you have a subscription, the payment is automatically debited at each renewal period.

If the payment fails:

• your bank may refuse it (insufficient funds, new card, expired authorization),
• or the card may have been replaced (change of number, expiration, cancellation).

Solution:

• Update your payment method from your account area (or via the management link sent in Stripe emails, if available),
• then restart the payment if an action is suggested.

If you have received an email indicating “payment failed,” follow the adjustment link. This is the fastest way to reactivate access.

I see a duplicate charge

There are two possible situations:

1. Two subscriptions have been taken out (often via two email accounts, or a repeat purchase).
2. A payment is “authorized” or “pending,” then confirmed later. Some banks display this step incorrectly, giving the impression of a duplicate charge.

What you can do:

• Check your account to see if you have only one active subscription.
• Wait 24 to 48 hours if one of the charges is marked “pending.”

If the duplicate is real, contact support using the information at the bottom of this article.

Invoices, VAT, and receipts

Stripe automatically generates your receipts and, depending on your situation, your invoices.

From your La Touche Musicale “My Account” area, you have direct access to your Stripe customer portal. There, you can do everything related to billing yourself:

• download your invoices and receipts,
• update your billing information (name, address, etc.),
• add or change your payment method,
• manage your subscription (depending on the options available in the portal).

To ensure that your invoices are correct, remember to check and complete your information directly in this portal.

Apple Pay, Google Pay, or PayPal is not displayed

This is normal in some cases. Common causes:

• incompatible device or browser (Apple Pay requires Safari on a compatible device and a card activated in Wallet),
• country or currency not supported by your configuration,
• payment choice that depends on the context (mobile vs. desktop).

In this case, try a traditional credit card or PayPal on another device.

Refund

If you have requested a refund and it has been exceptionally approved by support, the time it takes to appear depends on the bank. Most often, it takes a few business days.

What to send to support so that the situation can be resolved quickly

When you contact us, ideally send:

• your account email address
• the date and amount of the payment
• the payment method used (card, Apple Pay, PayPal)
• a screenshot of the error message (if payment was declined)
• if possible, the Stripe receipt or payment ID (visible in the Stripe email)

With this information, we can quickly find the transaction and respond to you without unnecessary back-and-forth.