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Why has your card payment been declined?

If your card has been declined, it could be that you have entered your card details incorrectly or a required filed has been missed. Please input the details again making sure to complete all the required fields including your name as it appears on the card, the card number, expiry date and CVV number. Check that you have entered all details correctly, and that you have sufficient funds in your account, and try again.

Cards may also be declined if the name and billing address you have entered do not match the information held by your bank or card provider (see more below). Please make sure that the correct billing name and address are being displayed on the payment page (you may need to scroll down to see these if you're using a phone.

Occasionally, overly zealous fraud protection by your bank or provider can also see your card declined. If this is the case you may receive a text message or email asking to confirm that the transaction is being made by you. This normally only happens with higher value transactions. If this is the case, please contact your bank or card provider.

Other things to check

  • Have you recently moved?

When our payment processor, Opayo, processes your transaction they will check that the name and address details you have input as your billing address matches what the bank has on file for you. Sometimes however these details can get out of synch, for example if you've not yet advised your bank of the move or, you have, and they've not provided Opayo with the latest details. We've had instances where this data can be out date by weeks, even months.

If you suspect this could be stopping your payment from going through please try updating your billing address to your old/new address as appropriate whilst keeping the shipping details as your current address.

  • Do you use a VPN?

If you're ordering goods in the UK and the payment processor notices that you appear to have an IP address outside of the UK they may well reject the transaction suspecting it could be fraudulent. All you need to do is turn off your VPN and you should be able to place your order. The only exception is when you've tried to put the transaction through numerous times and this triggers an additional fraud alert. In this instance if you just wait a few hours before trying again this should solve the problem.

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