Our payment processor lets us know when there’s an issue with a payment method, but it doesn’t provide us context or specific information regarding why an error occurred.
If you’re experiencing a payment error, it’s likely that the credit card information was entered incorrectly. Please double-check that the name, expiration date, and CVV number entered in our system match what’s on your card. Since runs can be time-sensitive, please contact your financial institution as soon as you receive the error to expedite resolution.
If you’re experiencing a payment capture failure after a run has ended, the reason can vary depending on the payment method used:
- Changes were made to the order while the run was active that affect the total cost.
When you purchase a product, PayPal authorizes the total amount for your transaction based on the price at that time. If changes are made to your order that alter the total cost, this will cause the payment capture amount to be inconsistent with the amount authorized and your order will be voided by PayPal.
Credit Card (American Express, Discover, Mastercard, Visa)
- Payment information was input incorrectly.
Please double-check that the name, expiration date, and CVV number on the card match what you input in our system. If this information changes while a run is still active, please click here for instructions on how to update it.
- Card was declined by financial institution (bank or credit card company).
Some financial institutions may impose spending limits or caps on the number of transactions that can take place during a certain period of time. You’ll need to contact your financial institution to sort out the release of payment.
- Insufficient funds
- Network problems
To expedite resolution and to determine the specific cause of payment failure, please contact your financial institution as soon as you’re notified that a payment error has occurred.