Why do payments from Creately users in Russia and Belarus fail?

Due to the recent unrest in Russia, Belarus, and parts of Ukraine, several payment providers have placed limitations that have restricted payments in and out of these countries.

As a result, users in these countries have been unable to make payments to renew or upgrade their subscription plans on Creately.

This article seeks to answer many of the frequently asked questions about these payment failures.

What are the payment methods supported by Creately?

At the moment, Creately encourages users to make payments through providers such as Visa, Mastercard, American Express and PayPal. You can read more about them in our help article on which payment methods you can use with Creately.

However, with many of these services being prohibited by sanctions, you may not be able to successfully complete your transaction if your account is based in one of these impacted regions.

What can I do if I’m unable to make the payment?

If you notice that your payment to Creately has failed, please contact our Support Team as soon as possible by submitting a ticket or emailing support@creately.com.

Are payment failures limited to new purchases or do they apply to renewals as well?

It is likely that the payments to both new purchases and renewals from the countries and regions impacted by the sanctions would fail.

Am I able to get a refund if I am in a region that is impacted by the sanctions?

All refund claims are subject to an approval process aligned with the Creately Refund Policy. However, if you are qualified for a refund and your account is based in one of the sanctioned regions, your refund may be interrupted. In this situation, Creately will contact you with a potential option.

If you have any further queries please feel free to contact our Support Team by submitting a ticket or emailing support@creately.com we would be happy to assist you.