Payment failure can happen for a variety of reasons and most of them are quite generic. Before going any further, it's always worth to first check the accuracy of your card number, the expiration date and CVV as these are the primary factors that the banks take into account when deciding whether a transaction should be accepted or not.

Every bank has its own system that acknowledge the various gestures into account, such as your spending habits, account balance and the aforementioned card information. Since these actions are constantly changing, even a previously successful card might be declined in future. Even if all of the card details are correct and there were successful payments before, a future charge can still be declined by a bank’s automated fraud checking system.

Unfortunately, we usually don’t have much information as to why a specific charge was declined and we will not receive any details on the decline but from past experience it's most likely due to one of the following:

  • Some cards have restrictions on cross-border usage. If the card was issued in a country other than Singapore (where our business is located), this might be the problem
  • Your credit card information may have changed since your initial purchase and is now being declined as it's not updated.
  • Some cards (often corporate cards or FSA cards) can only be used for certain business categories, like travel or healthcare
  • For unknown reasons, your bank may have automatically flagged your payment to our company as suspicious behaviour.

In case of a decline, your card is not charged. To resolve the issue, you may want to use another web browser, clear the cache and disable any add ons/extensions/plugins that may block the actions with the card. You also need to make sure that your actions are not blocked by a firewall. As last, try removing your card and then adding it back to your account. This may solve the problem but in case you are still unsuccessful in making the payment, you are required to contact your bank and ask them to approve this payment and upcoming payments to our company.

It would be extremely helpful for us as well if you can ask the bank for as many details as possible as to why they decided to decline your payment. This will help us improve in the future. We are aware that this is really inconvenience but please reach out to us if you have any questions at all regarding your payment subscription.

Did this answer your question?