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Why did my card payment fail?
Below we explain some reasons why your card payment might fail.
Transaction declined by the authorisation system
In this case, you would have seen an error message that said: Transaction declined by the bank's 3D Secure authorisation system. You have not been charged. Please try again or change the payment method if the problem persists.
This means that your bank or credit card provider has declined the payment during the 3D Secure verification process, but unfortunately, they do not let us know why. It doesn't necessarily mean that you don't have enough funds in your account or that your card has been blocked, but it would be best to contact your bank to find out more.
When contacting your bank, please be sure to tell them that your card was declined while trying to authorise payment via 3D Secure, otherwise, they may not be able to provide the best information to help with your purchase.
User authentication failed
In this case, you would have seen an error message that said:
Transaction declined: authentication failed. You have not been charged. Please try again or contact your bank if the problem persists. Alternatively, you can change the payment method.
This could happen for a few reasons:
- The one-time pin sent from your bank was entered incorrectly.
- You did not receive the OTP or authorisation message from your bank to approve the transaction.
- The OTP or authorisation message sent from your bank was not entered or approved within the required time frame.
- Your card is not enrolled in 3D Secure.
If you are not receiving the one-time pin or approval message to authorise the transaction, please contact your bank to let them know. You should receive this from your bank or credit card provider by SMS or email.
If you think you may have just entered the OTP incorrectly or didn't enter it in time on the 3D Secure page, then we suggest just trying the payment again.
If you've never used your card for an online purchase before, it's possible your card is not enrolled in 3D Secure, in which case you should contact your bank and ask them to please enrol your card. It's very quick and worthwhile to do so as all websites and companies are now required to use 3D Secure for online payments.
Invalid CVV
In this case, you would have seen an error message that said:
Transaction declined: invalid CVV number. Please try again with the correct CVV number. Alternatively, you can change the payment method.
The CVV number is also sometimes referred to as the CID/CVC number or the security code. For Visa and Mastercard, it is the last 3 digits on the back of a card. For American Express, CID is the small 4-digit number above a card number on the front.
If your payment fails because of this, you simply need to try the payment again and just be sure you're entering the correct number in the CVV field.
Wrong expiry date
In this case, you would have seen an error message that said:
Transaction declined: wrong expiry date. Please try payment again with the correct card expiry date (MM/YY). Alternatively, you can change the payment method.
Your card expiry date is listed on the front of your card in the MM/YY format. Your card may be declined if you enter the wrong expiry date, but it will also be declined if the expiry date has already passed.
If you have only entered the expiry date incorrectly, we suggest you just try the payment again. If it looks as though your card is expired, you unfortunately will not be able to use that card for payment. Instead, you can either switch the payment method or contact your bank to order a new card.
Other
Your payment might also fail if:
- You do not have enough funds in your account.
- Your card has been blocked from making online purchases.
- We are based in Sweden. If you're using your card on an international website, you may need to contact your bank to let them know you are making a payment on a Swedish website. Otherwise, they may suspect fraud and decline the payment.
- You're experiencing network issues; 3D Secure especially can be quite finicky, and a poor internet connection may prevent the 3D Secure page from telling your bank to send you a one-time pin to approve the transaction or even prevent the page from loading at all.
- You've hit 'back' in your browser or closed the Trionic tab or window before completing the payment. You should only assume your payment has been successful if you see the Trionic Order Success page.
Keep in mind that getting an SMS from your bank stating that funds have been reserved does not necessarily mean your payment was successful. These are typically only meant to notify you that funds have been reserved on your account but not yet taken from it. If you're unsure if your payment was successful, please email our Support Team at [email protected] and we can investigate for you, or you can call your bank to check if the funds have left your account.
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