- Errors and Delays in Payments
When our payment processor attempts to charge your card, your card issuing bank provides what is effectively a "approve" or "decline" response.
In the event of a "decline" response, there is almost nothing that we can do as it is not within our ability to make or change this determination; you will need to reach out to the bank that issued your card to inquire regarding the reason for the decline.
The email you received alerting you about the failed payment lists the specific reason for the decline. Below are the most common reasons why transactions are declined when our card processor tries to process your payment.
- Your bank placed a hold
The bank or card issuer has placed a hold or other similar measure that prevents the card being charged. Contact your card issuing financial institution to check for any restriction that would prevent payment from being processed successfully.
- Your billing information needs updating
The credit card information, or the address you've provided, is inaccurate or incomplete. Your profile details are passed to the credit card processor for authorization, so mismatched details will prevent a successful payment. Also, the credit card might have expired.
- Your payment account has insufficient funds
The payment processor was unable to collect payment due to insufficient funds in the account on file. Contact your card issuing financial institution to ensure fund availability.
- Your bank does not allow international transactions by default
Your card issuing financial institution may be blocking an international payment processor from successfully authorizing a transaction without your explicit consent, and this may be a default setting pre-determined by your card issuing financial institution. Note that this may be true even if other international transactions work. Contact your card issuing financial institution to check for any restriction that would prevent payment from being processed successfully. Note that even if you clear this with your card issuing financial institution, this may 'reset' at any time by your card issuing financial institution without warning or notice.
- Errors paying with cryptocurrencies
When paying with cryptocurrencies, the transaction must be confirmed by the network. The wallet from which the transfer is made displays the current status of the transaction (the number of received confirmations). If the transaction is rejected by the payment system, the funds will be returned to your wallet. Also, if the transaction is rejected, you will receive a notification of the refund to your email address specified in your personal account. The time of receipt of funds when paying with cryptocurrencies is normally from several to 30-60 minutes, depending on the type of cryptocurrency, the current speed of work and the workload of the payment system, as well as the transfer commission you specified.
If several hours have passed since the transfer of funds, but the amount is still not credited (the service has not been paid), create a ticket in Billing and provide the number of the paid account and the details of the transfer according to the card statement (transaction id for cryptocurrencies) so that we can check the status of your transaction.
If you are unable to complete the payment of the invoice or have any problems when crediting funds - create a ticket in Billing and describe the problem.
