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Payments: FAQs & Troubleshooting

What Payment Methods Do You Offer?

Our default payment method via credit cards through our payment processor Stripe.  
With this method you incur zero transaction and currency conversion fees as we absorb these on your behalf.

If you absolutely cannot use our default card payment method, then you can contact us to request payment via invoice.

Troubleshooting Payment Issues

What does "Card declined" mean? Why was my credit card payment declined?

Declines can happen for a variety of reasons. When our payment processor (Stripe) submits a charge to a cardholder's bank, they have automated systems that determine whether or not to accept the charge. These systems take various signals into account, such as the cardholder's spending habits, account balance, and card information like the expiration date and CVV/CVC security number.

Since these signals are constantly changing, a previously successful card might be declined in the future.
Even if all of the card information is correct (like the card number itself or the CVC security code), and the cardholder previously had a successful payment, a future charge can still be declined by a bank’s overzealous fraud systems.

How do I find out more about a payment failure?

We show all messages received from the cardholder’s bank and our payment processor about a decline; you can find the message in the transaction listing on the Payments page of the Billing area.  Unfortunately, most declines are generic, so we usually don’t have much information as to why a charge was declined.

If all of the card information seems correct (card number, CVC code, and billing zip code) and if you have tried multiple times unsuccessfully, it is best to contact your bank to find out more about the decline, and to ask for future charges from us to be accepted.

It is the cardholder's bank that is declining the charge and sending the error, so they alone know why it was declined. You MUST contact the cardholder's bank to find out how to resolve the issue.

 

What does "Card does not support this type of purchase" mean?

There are a few different reasons that you might get this response when a payment fails:

  • Some debit cards require a PIN to be entered, which is not supported by our credit card processor.
    If you are trying to use one of these cards, you will need to load another card instead to make the purchase.

  • Some cards have restrictions on cross-border usage. If the card was issued in a country (the 'origin' field when you view the details of the payment) other than where your business is located, this might be the problem.
    In this case, the cardholder needs to contact their bank to see if they have this restriction.

  • Some cards (often corporate cards or FSA cards) can only be used for certain business categories, like travel or healthcare.

What does “Card is not supported” mean?

Our payment processor (Stripe) currently only accepts credit & debit cards on the MasterCard, Visa and American Express networks.

If you are getting a "card is not supported" error message then this means that you are trying to use a card that isn't supported by our payment processor.

Should this happen, please try using a different brand of card.

What does “Card has insufficient funds” mean?

There are a few different reasons that you might get this response when a payment fails:

  • The most common reason is just what the error message states...your bank is saying that they don't have enough funds in your account to cover the costs of the purchase.

  • Another reason is sometimes banks don't properly assess the risk of currency conversion of purchases.
    So instead of being wrong on knowing if there are enough funds, if the bank sees that the purchase is in a different currency to the primary card holder's bank account, then they'll decline the charge as insufficient funds just so currency conversion or the currency conversion fee doesn't overdraw the account. This can happen even when there are plenty of funds in the account and is just because of the bank’s overzealous fraud system. If you see this error message, you should contact your bank to inquire for more information and ask for future charges to be accepted.
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