Why did my payment fail?

Modified on Thu, 30 Jan at 3:13 PM

If your transaction has failed, there could be several reasons for the payment failure. Below are the most common causes and steps to resolve them:

1. PAYMENT FAILED (UNKNOWN ERROR)- CREDIT/DEBIT/PREPAID CARDS

Reason: Funds haven’t reached us because the payment was declined by your card-issuing bank.
Solution: We recommend contacting your bank directly to find out why the payment was declined. Your bank may help lift any restrictions, ensuring that future transactions go through smoothly.

Additionally, please note that this is a final status. If the bank lifts any restrictions, you will need to initiate a new transaction.
Examples of possible causes:
- Insufficient funds in the account
- Security restrictions or fraud prevention measures
- Incorrect payment details (e.g., card number or expiration date)
- Bank-specific policies or regional restrictions
- Temporary issues with the bank's payment processing system

2. PAYMENT FAILED - 3DS ISSUES

Reason: Your payment was declined due to issues with 3D Secure (3DS) verification, which is a security measure for online transactions.
Solution: Here are some recommended steps to resolve 3DS verification issues:
- Disable Pop-up Blocker:
  On Safari for iPhone: Go to Settings > Safari > Block Pop-ups and turn off the pop-up blocker. This will allow the 3DS verification window to appear and help complete the transaction successfully.
- Check for Browser Extensions:
  Certain ad blockers or privacy extensions may prevent 3DS from loading. Ensure any ad blockers or similar extensions are disabled temporarily to avoid interference.
- Try a Different Device or Browser:
  If disabling the pop-up blocker doesn’t work, try using a different device or switching to a supported browser, such as Google Chrome or Firefox, to complete the 3DS verification.

3. PAYMENT FAILED - PAYMENT SERVICE PROVIDER DECLINED

Reason: Funds haven’t reached us because the payment was declined by our Payment Service Provider.

Solution: Please try using a different payment card or method. Since this is a system restriction on the payment provider’s side, we are unable to offer additional assistance with this particular payment method.

Adicional Information

If your funds have been credited, please wait for the transaction to expire automatically (usually between 30 minutes to 1 hour of inactivity) and for the refund to arrive before trying again. Rest assured that any unfinished transaction will be automatically refunded by our system.

For card payments, refunds typically take a few hours, but please allow 1-3 business days, depending on the payment provider.

Additionally, we've noticed that some customers’ funds may be held as 'pending' by their banks after a voided transaction. A voided transaction occurs when it’s canceled before being settled through your card account, and these funds may appear as 'pending' for a while.

Important:
Our system does not hold any funds—this is entirely managed by your bank. If you see your funds marked as 'pending,' we recommend contacting your bank directly for clarification.