Billing and payment issuesUpdated 6 hours ago

If you're having trouble with a payment or see something unexpected on your bill, we're here to help. If you're using an HSA/FSA card, see Using HSA/FSA to pay for FODZYME® for specific guidance.

Payment failed or card declined

This can happen for several reasons, including:

• Incorrect card information or billing zip
• Insufficient funds
• Daily spending limits
• Bank security blocks

Double-check your billing information, try a different card, or contact your bank.

Multiple or duplicate charges

You may see a temporary authorization, a pending charge that doesn't complete, or a duplicate charge due to a payment retry. These pending charges typically drop off within a few business days.

If you see two completed charges for the same order, contact our support team and we'll sort it out.

Incorrect amount charged

Your total may differ from what you expected due to taxes, VAT, duties, shipping fees, or changes in subscription pricing or discount eligibility. Review your order confirmation for a detailed breakdown. If something still looks off, reach out and we'll take a look.

Subscription billing

If you're on a subscription, charges occur when:

• A scheduled shipment processes
• A skipped shipment resumes
• Your plan renews

Log into your account to view upcoming charges, update payment details, or manage your subscription. For more details, see Subscription benefits and management.

Before reaching out

To help us resolve your issue quickly, please do the following:

1. Confirm your billing details and card information were entered correctly
2. Check with your bank for any restrictions
3. Review your order confirmation

If you've tried these steps and still need help, reach out to [email protected].