First: 3 quick checks (30 seconds)
1. Check if your subscription is already active (sometimes the payment takes a bit to reflect).
2. Try again after 5–10 minutes (temporary errors do happen).
3. If possible, try another payment method (card vs MB WAY) — this often resolves it faster.
MB WAY (mandate) issues
Error T9999 (or a “generic” error)
This error usually means the operation couldn’t be completed, and it doesn’t always indicate the exact reason (it may be a temporary bank/service issue, a limit, mandate validation, etc.).
What to do:
Wait 5–10 minutes and try again.
Make sure your MB WAY app is updated and your connection is stable.
Confirm notifications are enabled (you may need to approve something in the app).
If it still fails, use an alternative:
Activate the annual subscription (one single charge, fewer mandate failure points)
If you need help, contact us at [email protected].
MB WAY doesn’t work because no phone number is linked
If MB WAY isn’t properly configured (e.g., your phone number isn’t linked), the mandate may fail to be created.
What to do:
Open your bank / MB WAY app and confirm:
Your phone number is linked to MB WAY
MB WAY is active and authorised for your card/account
Return to FIZ and try again on the Plans page.
Recommended faster alternative:
Pay by card.
MB WAY mandate not completed / stuck as pending
Sometimes the mandate isn’t finalised due to authentication failure, an expired session, or incomplete validation.
What to do:
Remove the pending MB WAY method in Plans (if it shows as incomplete).
Try again and complete the confirmation step immediately in the MB WAY app.
If it fails again, use card.
MB WAY mandate cancelled / revoked
This can happen if the mandate is cancelled in the app or at the bank. In some cases, the cancellation is only detected when FIZ validates the mandate again.
What to do:
Re-link MB WAY in Plans.
Confirm the authorization/mandate in the MB WAY app.
If you don’t want to use MB WAY, set up a card instead.
Card payment issues
3D Secure (3DS) failed / authentication not completed
3DS is the payment confirmation step (SMS, bank app, push notification, etc.). If confirmation doesn’t happen, the payment fails.
What to do:
Try again and watch for the bank confirmation request (SMS/app).
If you’re in a browser:
Allow pop-ups/redirects (some banks open an authentication window)
Try another browser or incognito/private mode
Check with your bank that:
Your card has 3D Secure enabled
Online and recurring payments are allowed
If it persists, try:
Another card
MB WAY
Card declined
We can’t always see the exact reason for a decline (the bank may not provide details).
What to do:
Check card funds and limits (online/recurring limits too).
Confirm card details are correct (expiry/CVV).
Try another card or MB WAY.
Card does not allow recurring payments
Some cards (or banks) block recurring payments by default.
What to do:
Enable recurring payments in your bank/card settings (if available).
Use MB WAY or the annual subscription, which is a single charge.
Tip: why the annual subscription can be simpler
If you keep getting failures with MB WAY mandates or recurring charges, the annual subscription can reduce friction because:
It’s a single charge (fewer steps)
It avoids monthly renewals and multiple retry attempts
When to contact support
If you tried the steps above and still can’t pay, send us (or reply to the automatic email) with:
Account email
Payment method tried (MB WAY / CARD)
Date, time of attempt
Error code (e.g., T9999)
Screenshot (if possible)
Contact support: [email protected]
Quick FAQ
Can FIZ tell if it was “insufficient funds” or a “bank error”?
Not always. In many cases we only receive a generic error from the provider/bank. That’s why we recommend trying again or switching payment methods.
If the payment fails, do I lose my data?
No. Your data and settings remain in your account. Some features may be limited if the subscription doesn’t become active after the grace period.