Why has my card payment been declined?

There are many different reasons why your card payment may have been declined, but we are not informed of the exact reason.

Reasons why your payment may have been declined, include:

Some of the card/personal details entered do not match the information held by your Card Issuer. Please make sure that the address given exactly matches that to which your card statements are sent and that other information given is correct.

You do not have enough CLEARED funds on your card to cover the amount of the purchase.

Your Card Issuer referred the transaction for an authorisation code or further identity checks.

Your card has been reported as lost/stolen and been cancelled by your Card Issuer.

Your card has or is due to expire and has been replaced by your Card Issuer.

Your card has recently been replaced by your Card Issuer but not yet activated.

Your card cannot be used to pay for goods/services in a Cardholder-Not-Present environment (online/over the internet).

You have entered an incorrect Card Expiry or Valid from Date.

There may be a problem with your Card Issuer’s authorisation system

If you are sure that none of the reasons above apply to your payment attempt, we recommend that you try again. 

However, should the problem persist, please contact your Card Issuer (the phone number may be on the back of the card) to find out further information.

I get a pop up window appear when trying to pay. What is it for?

Some card issuers now operate the Secure Code verify system to protect you from fraudulent use of your card online, and at the end of your transaction, a pop up box may appear, which you will need to respond to otherwise the payment will fail, please therefore ensure that you do not use a Pop-Up Blocker or close the Pop Up Box.

The Secure Code is like a password for your card. When you make payments online, you enter a few characters from your password to ensure that it's you making the payment.

You don't have to sign up to this if you don't want to, but it doesn't cost anything and protects your card from fraudulent use online. The same Secure Code is used for all online merchants.

If you don't wish to sign up then you will need to tick the relevant box on the form, otherwise your payment will fail.

What is AVS ?

The Address Verification System (AVS) is a system used to verify the address of a person claiming to own a credit or debit card. The system will check the billing address of the credit or debit card provided by the user with the address on file at the credit card company or bank.

AVS verifies that the billing address of the credit or debit card matches the address that was given by the customer. AVS verifies the numeric portions of a cardholder's billing address. For example, if the address is 101 Main Street, Highland, AB12 1TT, AVS will check 101 and 121.