Unsuccessful Payments

This support page is about Prezi Classic. If you’re looking for help with Prezi Next, please click here.

When you purchase a Prezi plan, your card will be charged immediately and will automatically be charged according to the plan period you sign up for until you cancel your account.

If your card cannot be charged for whatever reason, we will notify you by e-mail. We will then try to charge it again after five days. If we still cannot charge your card, we will e-mail you again and make one final attempt after another five days.

While we attempt to charge your card, you will still be able to create and edit your presentations. However, if the payment is still unsuccessful after three attempts, your account will be considered expired.

If your account is considered expired it means:

  • You will NOT be able to create new presentations.
  • You will NOT be able to edit existing presentations.


  • You will still be able to log in to your account.
  • You will still be able to view and download your existing presentations.

If your account has expired and you wish to create and edit presentations again there are a few options:

1. Restart your subscription and continue creating great presentations.

2. Switch to a public license.

You can change your account to a free public license. Only go to this page if you are sure your account has expired. Click here to do this.

3. Pause your subscription.

You can keep your existing presentations private and viewable, but you will not be able to edit them. If you pause your subscription, you can always restart your subscription or switch to a public license later.

4. Try your purchase again.

If you have entered some information incorrectly or wish to use a different credit card, go to the “License” tab on your Settings page. You can then renew your purchase.

Refund Request

Please Note: If you haven’t used your Prezi subscription, you can request a one-time refund within 14 days of purchase.

If your account has expired and you’d like a refund, you can submit a refund request by clicking here. When submitting your request, we will ask you to provide certain details for verification. If more information is needed, an expert from our Payments Team will review your request and contact you with a solution via email.

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