From time to time, you may experience an issue when making a payment. These errors can happen for several reasons, often related to bank security checks or simple data entry mistakes. This guide explains the most common payment errors and how you can resolve them.
Bank Declines
What it means: This type of error, which may appear with a message like "Do Not Honor," means your bank or card issuer has blocked the transaction. This is a common security measure.
What to do: The best course of action is to call your bank to inquire about the reason for the decline and ask them to approve the transaction.
User Errors
What it means: This error can happen if the card information was entered incorrectly or if there are insufficient funds in the account. An example of this would be using an expired card.
What to do: Please double-check that your card details, such as the expiration date, are correct and that you have sufficient funds available.
Fraud Errors
What it means: In addition to your bank's security, our payment processor, Coinflow, has its own fraud prevention system. If a transaction fails these checks, you might see a "Failed 3DS" error or a "Failed Chargeback Protection Checks" message.
What to do:
For 3DS errors, try contacting your bank to see if they can approve the transaction.
Using a different payment method may also resolve the issue.
Blocked Accounts
What it means: In some cases, an account may be blocked from making payments. This can occur if a chargeback was previously filed with your bank or if our payment partner detected suspicious activity on the account.
What to do: If you believe your account is blocked, please contact our support team so we can investigate the specific reason and help you resolve it.