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1. Why did my payment fail?
Please note that our system uses a fraud solution to manage our credit card payments through Stripe. The solution uses artificial intelligence and machine learning algorithms to determine whether it is safe to accept payments. If our system detects a higher risk, payments will often fail/decline.
2. I successfully paid for my first order, but the next order was declined. why?
Due to circumstances beyond our control, our system tends to make it easier for your first credit/debit card payment to go through. If you successfully paid for your first order but have successive payment failures, we recommend that you try no more than 3 times within a short period of time after being declined. This is to avoid being intercepted by the system after frequent payment failures.
3. What can I do to increase my chances of a successful payment?
Please verify your phone number and billing address first. Doing so will increase the chances of your payment being passed through to our system.
4. All the information was confirmed, but the payment still failed. what can I do?
If you have entered all the details correctly but your payment is still not successful, we strongly recommend that you contact your bank/card issuer for further checking. This is because, for security and privacy purposes, we do not receive any specific details about why your payment was declined. We believe your bank support can better assist in checking this matter. Your bank customer service contact details should be on the back of the credit/debit card you use.
5. An error is displayed at the bottom of the payment page. What does it mean?
i) Your card was declined.
The card has been declined for unknown reasons. Customers will need to contact their card issuer for more information.
ii) There are insufficient funds on your card.
The card does not have sufficient funds to complete the purchase. Customers should use alternative payment methods.
iii) 3D validation failed.
The required information was not successfully entered, please try again. If the error persists, please contact your credit card issuer for more information.
iv) Your card's security code is incorrect.
Please try again with the correct card security code and details.
v) Capture payment failure.
Please follow the guidelines in [Question 2] and [Question 3], or you can contact ourTOPUPLIVE supportfor further assistance.
vi) Your card does not support this type of purchase.
Please contact your card issuer support for further assistance.