Payment issues

A subscription renewal payment failed#

• Renewal failures are usually caused by an issue with the payment method on file. The payment system retries the charge several times — typically three to four attempts — before stopping and canceling the subscription if payment cannot be completed.
• While retries are pending, the subscription is past due. It is not renewed unless a payment actually succeeds.
• To keep the subscription, update your card under Avatar → "Purchases & Subscriptions" → "Payments & Settings" → "Manage Payment Method"; the system automatically attempts renewal at the next billing cycle.
• If you do not want to renew, you may safely disregard the notification emails — they do not affect the cancellation status.
• To stop the reminder emails, cancel the subscription: Avatar → "Purchases & Subscriptions" → "Subscriptions" tab → "Show Details" → "Cancel", or go to https://www.ganjingworld.com/me/premium_subscription.
• If the subscription has already expired, the "Cancel" button no longer appears — no action is needed and no additional charges will occur.

You see an unknown or duplicate charge#

• Check your active subscriptions: click the Avatar icon at the top-right corner and review the Subscriptions (GJW Premium), Channel Memberships, and Purchases pages.
• Find the receipt email titled "Your receipt from Ganjingworld Corporation #..." — every payment triggers one, and it displays the account (email address or phone number) used for the purchase.
• If the receipt was sent to a different email address, the charge likely belongs to another account. For security, subscriptions can only be managed or canceled from the account that purchased them.
• Duplicate purchases can happen if the first purchase did not seem to go through and was repeated, or if the "Pay" button was clicked multiple times on the payment page.
• If you cannot resolve the charge yourself, contact Customer Service with the receipt — or the last 4 digits of the payment card and the date of the transaction.

Your card is declined or your payment method isn't accepted#

• Supported cards: Visa, Mastercard, American Express, Discover, Diners Club, JCB, and China UnionPay.
• Additional payment options may be offered at checkout in addition to cards.
• Cards issued in mainland China frequently fail, as the website cannot yet fully support users in mainland China. There is currently no workaround.

A creator payout hasn't arrived or payout setup fails#

• Payouts are processed by a third-party payment system, so the exact reason for a payment issue is not visible to Gan Jing World. It typically takes a few business days for earnings to be processed and reflected in your account.
• If a payout is delayed or declined, contact the payout provider and your bank directly for a more detailed explanation.
• The message "Routing information provided is invalid or incorrect" means the bank routing details entered during setup could not be verified. Double-check your bank routing number, account number, bank name, and account holder name — they must match your bank records exactly, with no missing digits, spaces, or typing errors.
• To update payout account information, go to the Monetization page in Creator Studio and click the blue "Manage Payouts" button on the right side.
• A payment setup walkthrough is available at https://www.ganjingworld.com/s/epwYnp9QNz.