If you've received a notification that your payment has been declined, but you still see a charge on your statement, most likely it's just a pending authorization. This means that the payment has not been processed and that the pending charge will fall off your statement typically in 1-7 calendar days.

Here's what you can do before reaching out to your bank:

  • Check your inbox and spam folder to make sure there's no payment receipt from us. If you have a payment receipt from us, the transaction was definitely successful.

  • Send us a message to check if indeed the payment was declined. If we confirm that it did not reach us, your bank will 100% return it.

Why was my card declined?

When you add your card details and submit a payment, there are automated systems that perform checks behind the scene on whether to authorize it or not. Your card may be declined for a number of reasons: the card has expired; you are over your credit limit; the card issuer sees suspicious activity that could be a sign of fraud.

Unfortunately, there's usually not enough detail provided to us to advise on why the transaction failed. If all of the card information seems correct, it is best to contact your card issuer and ask for more information.

In addition, some card issuers might not allow purchases from certain countries or outside of their own. In either case, you must contact your card issuer to check for any restrictions that are in place.

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