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Direct credit card top-up is the fastest and most efficient way to cover your company monthly subscription fees as compared to wire transfer which takes 3 to 5 business days.
Consult the article How to add funds to your account for balance top-up flow and account suspension logic.
However, sometimes, the card is rejected and the panel generates an “Error”
Credit card top-ups may fail due to limits or anti fraud regulations set by the issuing bank. Contacting your issuing bank to check that there are no restrictions from their side is the first step.
Most frequent reasons for failed credit card top-ups :
1. there are not enough funds on the card
2. wrong password input during 3DS check
2. you have surpassed your limit of online payments for this month.
4. the bank does not allow transfer of funds to international accounts
5. anti fraud regulations set by the issuing bank.
Contacting your issuing bank to check that there are no restrictions from their side is the first step.
Sometimes banks or online stores don't charge money from your card immediately. They do it in two steps: pre-authorization (money freeze) and capture (money write-off ). Before any top- up, make sure that your card hasn't got any frozen balance, because this money cannot be used twice
1. last 4 digits of the card
2. date and time of top-up attempt
3. screenshot of the error with open browser console
To open a dedicated browser console :
-tap on the right button of your computer mouse
-try to make a payment and make a clear screenshot
Sample of the error with open console:
If you use a debit card make sure that card balance is positive and bigger than the sum of the top-up. One can not go below "0" with a debit card.
If the error message states: "the bank does not approve the transaction. Kindly contact the bank", please, address the issue to your card issuing bank.
Other failed top-up messages :
1. “Pop-up window is blocked. Please, allow pop ups in your browser”
In case you see a blue alert “Pop-up window is blocked. Please, allow pop ups in your browser” this means that 3D secure pop-up window can not generate as your browser is blocking it. Please, allow pop-ups in the browser you are using.
In Safari browser the icon that enables pop-ups is next to refresh page icon
In Google Chrome browser pop-ups are not blocked by default. However, if you have installed some plugins, they may be blocking the pop-ups as well.
2. “The company already has an active invoice. Try again in 15 minutes”
A pop-up 'The company has an active invoice, try again in 15 minutes' means that the previous failed top-up logged a “pending invoice”. One should wait for at least 15 minutes for the “pending invoice” to archive before making a second try.
Warning: multiple attempts to top up before 15 minutes cool down period expires may lead to complete operation blockage until cleared from admin.