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Why did a payment fail?
Some troubleshooting tips for failed payments.
We are not given an exact reason why a payment fails. If you or your signer has confirmed their card is valid and the transaction still declines, they should contact their card-issuing bank for more information.
Troubleshooting
We require 100% accuracy for transactions. The information entered must match the payment card exactly.
Troubleshooting
We require 100% accuracy for transactions. The information entered must match the payment card exactly.
Ask your signer to verify the following information:
▪️Card number
▪️Card number
▪️Expiration date
▪️CVV
▪️ZIP code: If you have recently moved, the billing ZIP code entered may be outdated.
Pending Charges
Pending Charges
If a payment is canceled, interrupted, or declined, your signer may see a pending charge on their card statement. It may look like the charge has posted to their account, but it should fall off after a few business days. We send a void notification to the bank as soon as a payment becomes declined. It’s then up to the bank to release any hold on the cardholder’s funds.
If the transaction does not show up in your payment history, but appears on a signer’s card statement, this is a sign that your signer is seeing a pending transaction and not an actual charge.
If your signer continues to have trouble, we recommend they contact their financial institution or try making this payment with a different card. We are unable to push through any transactions that are not processing.
For specific details about why your payment failed, please reach out to the merchant support team. For verification purposes, please submit your request using the email address linked to your merchant account.
If your signer continues to have trouble, we recommend they contact their financial institution or try making this payment with a different card. We are unable to push through any transactions that are not processing.
For specific details about why your payment failed, please reach out to the merchant support team. For verification purposes, please submit your request using the email address linked to your merchant account.
