My Credit Card is Being Declined

If you are attempting to upgrade your account or make a credit card payment and are receiving a message that the card has been declined, there are a few possible reasons, but it’s important to realize that the ‘declined’ message is not coming from our software. It is coming directly from your bank or card provider when we try to take the charge.

Unfortunately, we do not always get back any specific information about why the card is being declined, or how to correct it. The most common causes (according to the banks themselves) for a ‘card declined’  message are:

  1. Your credit card number and expiry date appear to be wrong (in which case you would check and retry)
  2. You are using a debit card, and your bank won’t allow this transaction on a debit card
  3. Your bank is blocking international transactions

For a full list of credit card error codes, and what they mean, visit this link.

Can I pay with a debit card?

Yes, Elvanto itself accepts both credit and debit cards. Many customers are able to use debit cards without any issue, but the decision about whether a particular transaction is allowed on debit is made by your bank or card provider.

What can I do if my bank is declining the transaction?

You need to contact your bank to ask them why it is being declined. Some customers have told us that their banks have declined transactions because of automated anti-fraud triggers holding it up, or because Elvanto uses a payment gateway outside of your country.

These are common reasons a bank will decline a transaction, and in some cases it takes a few calls to get the bank to reveal that (the front line support people may not know why).

From our end, we can only check for you that payments for other cards are going through fine, and that our payment gateway itself is operating correctly. It’s a frustrating issue and we’ll do whatever we can to help you out.

I really need to upgrade/access my account right now!

If you contact us, we may in be able to make an arrangement for you to pay in some other way for account or help you gain access in advance of your payment being authorized.

Last Updated: 12th November, 2015