What to Do When a Card Payment Is Declined

1. Check the transaction

Open Transactions and compare the amount, date and status with the attempt you are investigating. Check for an explanation from the provider before trying again.

2. Check balance and card state

In the connected service, review available funds, pending authorisations and whether the card is active. Check the payment details requested by the merchant and whether the payment type is supported. A sufficient displayed balance alone does not guarantee acceptance.

3. Avoid repeated unexplained attempts

If the reason is unclear, pause before trying again. Email ZePayCrypto@proton.me with the date, approximate time, amount, merchant and transaction reference, if available.

Never send passwords, confirmation codes or full card details.

4. Distinguish a decline from a refund

A failed attempt, a pending authorisation and a completed purchase awaiting a refund are different cases. Check the actual status rather than assuming that any missing balance is a completed charge. Read the refund instructions →