This guide helps with
- Tell apart a details error, a bank block and a page problem
- Re-check your card details
- Rule out a bank security hold
- Try a different browser or payment method
4 min read
What's happening
A card error can come from one of three places: the card details you entered, your bank declining or holding the payment, or the payment page itself if your browser or connection had a hiccup. The error message often hints at which — for example, "card declined" points to your bank, while "invalid card number" points to a typo.
Importantly, if you saw an error, the payment most likely did not complete, so you have not been charged.
Re-check your details
Carefully re-enter:
- The 16-digit card number.
- The expiry date.
- The security code (CVV) on the back.
- The name and billing details if requested.
One wrong character is the most common cause, so it's worth typing them in slowly.
Rule out a bank hold
If your details are right, your bank may have stepped in:
- Check your banking app for a verification prompt (such as a one-time code) you need to approve.
- Look for a fraud alert asking you to confirm the payment.
- If in doubt, call the number on your card and ask them to allow it.
Try a different route
If the error persists, it may be the page or browser:
- Refresh and try again, or use a different browser or device.
- Disable any ad-blocker that might interfere with the payment screen.
- Still stuck? Pay by BPAY or bank transfer instead, or contact us through the contact page.
Good to know
- If you saw an error, the payment usually didn't complete, so you weren't charged.
- The wording of the error hints at whether it's your details, your bank or the page.
- A bank verification prompt or fraud alert is a common, easily cleared cause.
- A different browser, or paying by BPAY or transfer, will often get you through.
FAQ
I got an error — was I still charged?
Almost certainly not. An error means the payment didn't complete. Check your bank, and if a pending amount appears it should drop off shortly.
The page keeps erroring even with the right details. Why?
It may be your browser, connection or an ad-blocker. Try a different browser or device, or pay by BPAY or bank transfer instead.
What does a 3D Secure or verification prompt mean?
It's an extra security step from your bank. Approve it in your banking app or via the code sent to you, then the payment can complete.
Still stuck? Our team is happy to help you sort it out.