Why has my transaction failed?

It is possible for a payment to be refused for various reasons. Unfortunately, we are subject to the banks' decisions and have no control over such refusals or the details provided.

If one of your transactions fails, it can be viewed in the Payment > Transactions section. Its status will be displayed in red with the word "Failed". You can find the details of the failure by hovering your mouse over the small exclamation mark below the transaction status.

A payment may be blocked for various reasons, such as :

• Blocking by your bank's security (authorization refused/suspicion of fraud) : this error occurs in the majority of cases. The reasons can be very varied, and vary from bank to bank.
• 3DSecure not finalized: your customer has not validated his bank authentication on his phone.

Click here for a guide to 3DSecure validation.

• Insufficient funds or overdraft: your customer's account does not have the necessary funds to complete the transaction.
• Transaction not allowed for this cardholder : the card used does not allow online payments.
• Card limit reached : the card's maximum monthly spending threshold has been reached.

How do you get your customers to pay you? To unblock the situation, your customers may need to contact their bank (specifically on large amounts) in order to unblock the situation. We are limited on information about the refusal, your customer's bank will be able to tell them in more detail why the transaction was refused.‍

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Here are 3 points to check with your bank

• Do they have the necessary funds in their bank account?
• What is their payment ceiling?
• Is the bank blocking the transaction because it is unusual?

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If you need any further information, don't hesitate to contact our dedicated teams!