Encountering a hiccup when trying to make a purchase is frustrating, and we want to help you get back to the game as quickly as possible. Most common issues can be resolved with a quick check on your end.
Here are the most frequent reasons why a transaction might be declined and what you can do to fix it:
What it means: Your payment method (credit card, bank account, etc.) does not have enough money or available credit to cover the cost of the purchase.
Troubleshooting:
Check your balance: Log into your bank or credit card account to confirm your current balance and available credit limit.
Fund your account: If necessary, deposit funds into your bank account or pay down your credit card balance to increase your available credit.
Try a different method: Use an alternate payment method that has sufficient funds.
What it means: The 3 or 4-digit security code (CVV, CVC, or CID) you entered does not match the code associated with your card and is a response code we receive from your bank directly
Troubleshooting:
Locate the correct code:
Visa/Mastercard/Discover: The 3-digit code is usually on the back of the card, near the signature strip.
American Express: The 4-digit code is usually on the front of the card, above the number.
Re-enter carefully: Double-check that you are entering the correct code when attempting the purchase again.
Contact support: We may have to manually remove your card on our end so you're able to attempt to add your card again
What it means: The billing information (name and address) you entered during the purchase process does not exactly match the records your bank or we have on file for you. This is a common security measure.
Troubleshooting:
Update your information: Ensure the billing details entered on our platform are an exact match.
Shared Funding Policy: Sharing payment methods
What it means: Your bank or credit card company has rejected the purchase attempt for a reason other than insufficient funds.
Common Reasons for Bank Rejection:
Foreign Transaction Block: If your bank is located in a different country than our payment processor, some banks automatically block these transactions unless you notify them first.
Unusual Activity: Your bank's fraud detection system may flag the purchase as suspicious (e.g., a large purchase, or a purchase from a new merchant) and temporarily block it to protect your account.
Expired Card: The card you are using has passed its expiration date.
Troubleshooting:
Contact your bank: Call the phone number on the back of your card. Inform them that you are attempting a legitimate purchase and ask them to lift any temporary holds or verify the reason for the decline.
Check expiration date: Verify your card has not expired.
What it means: You or your bank have placed a temporary block or "lock" on the card, often through a mobile banking app, to prevent all purchases.
Troubleshooting:
Check your banking app: If your bank offers a "lock/unlock" feature via a mobile app, ensure the card is currently set to Unlocked or Active for online purchases.
What it means: You have previously disputed a charge with your bank (initiated a chargeback). While the dispute is pending or if it was recently resolved against the platform, your bank may place a temporary hold on your ability to make new purchases with that card to prevent further issues.
Troubleshooting:
Contact your bank: Always contact your bank first if you are not aware of placing any chargebacks.
Wait for resolution: You may need to wait until the chargeback process is fully resolved with your bank before attempting new purchases with that specific payment method.
What it means: You or your bank have reported the card as lost or stolen. The card has been cancelled and is no longer valid for any purchases.
Troubleshooting:
Use a new card: Use a completely different, active payment method.
Update your records: Remove the cancelled card from any saved payment methods on our platform.
What it means: After a series of unsuccessful purchase attempts, our system may temporarily block the card for a short period as a security measure to prevent potential fraud.
Troubleshooting:
Fix the underlying issue first: Make sure you've fixed the initial problem (e.g., insufficient funds, wrong CVV, bank hold).
Use a different card: You may use a different payment method immediately.
For more information: Temporary deposit block due to multiple declined attempts
If your purchase fails for any reason (insufficient funds, wrong CVV, etc.), you must completely close out of the purchase/transaction window or dialog box and start the transaction process over from the beginning.
If the purchase is declined, close the entire purchase window/dialog box.
Navigate back to the item/store you wish to buy.
Start a brand new transaction from scratch.