Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

Mozilla VPN simply will not accept any payment from me...how can I pay and get started?!?!?

  • 7 replies
  • 1 has this problem
  • 18 views
  • Last reply by Andrew

more options

Hi - I finally came off of the waiting list. The email has a "get started button" which takes me to page with a "Try Mozilla VPN" button. I click on that, and it takes me to a payment page which is labeled "set up your subscription". Over the past 2 weeks, I have tried 4 different credit cards to no avail. The error says "unathorized for route". A few minutes later, I'll get an email saying "your payment failed" and the following text:

Sorry, we're having trouble with your payment We had a problem with your latest payment for Mozilla VPN.

It may be that your credit card has expired, or your current payment method is out of date.

Help us fix it by updating your payment information within three days.

Unfortunately, if we don’t hear from you within three days, you’ll lose access to Mozilla VPN.

Questions about your subscription? Our support team is here to help you.


I literally am just trying to pay money so I can activate the service. Help! TIA

Hi - I finally came off of the waiting list. The email has a "get started button" which takes me to page with a "Try Mozilla VPN" button. I click on that, and it takes me to a payment page which is labeled "set up your subscription". Over the past 2 weeks, I have tried 4 different credit cards to no avail. The error says "unathorized for route". A few minutes later, I'll get an email saying "your payment failed" and the following text: Sorry, we're having trouble with your payment We had a problem with your latest payment for Mozilla VPN. It may be that your credit card has expired, or your current payment method is out of date. Help us fix it by updating your payment information within three days. Unfortunately, if we don’t hear from you within three days, you’ll lose access to Mozilla VPN. Questions about your subscription? Our support team is here to help you. I literally am just trying to pay money so I can activate the service. Help! TIA

All Replies (7)

more options

Can you try going to vpn.mozilla.org directly and signing up through there? Try disabling any add-ons you may have and clearing the browser's cache and cookies.

Where are you located, and does the address listed on the credit card match your location?

Also, are you able to log into your account https://accounts.firefox.com? Do you see "Subscriptions"? If you do, click manage next to it then click support to connect with the VPN team directly.

more options

Andrew- thank you for the response. Neither of these seems to work. For the former, it sometimes gives "payment method failed" as the error message. For the latter, there is no "subscriptions" button or menu.

I'm not using any VPN while accessing this payment page, so I see no reason why the addresses shouldn't be in synch.

more options

I've escalated your issue. Thank you for your patience.

more options

Thanks, Andrew. If it helps, the rejection email that I receive afterwards says the following:

Sorry, we're having trouble with your payment We had a problem with your latest payment for Mozilla VPN.

It may be that your credit card has expired, or your current payment method is out of date.

Help us fix it by updating your payment information within three days.

Unfortunately, if we don’t hear from you within three days, you’ll lose access to Mozilla VPN.

Questions about your subscription? Our support team is here to help you.


It sort of oddly seems to think I already have payment info on file, but I don't, as this would be my first paying transaction with Mozilla.

more options

Sorry about that, it looks like it was declined due to your email on file being disposable. You'll have to sign up with another FXA account and resubscribe. :(

more options

Eve - thank you for the reply. Is it really that simple? I will be forced to use an email address I don't want to? That sort of defeats the purpose of the exercise to begin with. There is no other way?

more options

Unfortunately, that is the case. As Stripe is used the as the payment processor, their system identifies if the email address supplied with the payment is one used with a known throwaway email address provider. Stripe maintains a list of domains corresponding to throwaway email addresses to provide this attribute (https://stripe.com/docs/radar/rules/reference).