Why was my payment declined?

If a top-up does not complete, here are the most common reasons.

Card or bank issues

Your bank may decline the transaction, or the card details may be incorrect. Double-check the number, expiry and security code, and try again. If it keeps failing, contact your bank or try a different card.

Country restrictions

For compliance reasons, payments cannot be accepted from a small number of countries and territories. If your billing country is on that list, the payment will be blocked.

Cancelled payments

If you close the payment window or cancel, the transaction simply does not complete and you are not charged. You can start again whenever you are ready.

Still stuck? Contact us and we will help.