Troubleshooting common payment issues

<p>Your payment may fail for a few reasons. This article describes common payment issues and how to resolve them.</p><p>This article contains the topics below:</p><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><h3 id="h_01JWGNZ6RAM1AT6438R3MXQDY3">Credit card declined</h3></div><div class="panel">
<h3 id="h_01JY6VSG03SJW01GJEZ3CCD4ST">Symptoms</h3>
<p>I try to submit my credit card details, but I receive a generic error such as <strong>Your credit card was declined.</strong><br><img class="wysiwyg-image-resized" style="aspect-ratio: 954/318; width: 43.5%;" src="https://support.zendesk.com/hc/article_attachments/9399289116314" alt="Your credit card was declined.png" width="300"></p>
<h3 id="h_01JY6VSKHZ3HND5DQFVEEFNWNM">Resolution</h3>
<ul>
<li data-list-item-id="e1f2528ec9be579b04f706d1c16187123">See <a href="https://support.zendesk.com/hc/en-us/articles/4408832461210-Resolving-issues-when-your-credit-card-fails#h_fbf65747-a573-41f1-a94e-3e232da412c0" target="_blank" rel="noopener noreferrer">Resolve payment errors</a> for the full list of card rejection reasons</li>
<li data-list-item-id="e2841b532f8f13995e1498109f8216660">Move to section <a href="#h_01JWYAB8NFSCWTXN1JYQQT2QXG">Other common customer payment issues</a> for next steps</li>
<li data-list-item-id="e1ee07940a58080958b28ed1d301c7154">If you try to add a pre-paid credit card, it may fail due to local policies. If this happens, try to add a different payment method such as PayPal, ACH, or a different credit card.</li>
<li data-list-item-id="e5f8164005664f6871e6cd2f3bfe0ee1a">If all other fix steps fail, reach out to the issuing bank to confirm the card is available to use for purchases</li>
</ul>
</div><div class="accordion"><h3 id="h_01JWGP1Y32MPAKP9H1EB6PGEZ3">Credit card payment fails</h3></div><div class="panel">
<h3 id="h_01JYH132R5CMFVHXXENTYVX0XH">Symptoms</h3>
<p>I successfully added my credit card to my account, but the payment failed.</p>
<h3 id="h_01JYH13VE0B2VD85A71VNHQSR8">Resolution</h3>
<p>This can happen for a variety of reasons:</p>
<ul>
<li data-list-item-id="eb535b07bd94cf9e712aff6148e32b66e">Insufficient funds, or transaction amount above limit</li>
<li data-list-item-id="ec239238df82cfd9587365ce25799b4f6">Card expiration</li>
<li data-list-item-id="ee06cbfc48e115ca47c02086dffc5f00f">Card deactivated or replaced</li>
<li data-list-item-id="ed2bdac0676e747555fd12003f77853e4">High-risk transaction determined by the payment processor and issuing bank</li>
</ul>
<p>To solve this issue:</p>
<ul>
<li data-list-item-id="e5799ce503f126ba011d4b984c9e94e88">See <a href="https://support.zendesk.com/hc/en-us/articles/4408832461210-Resolving-issues-when-your-credit-card-fails" target="_blank" rel="noopener noreferrer">Resolve issues when your credit card fails</a> for the full list of reasons of a card rejection</li>
<li data-list-item-id="edcdee840e3ad23ed661f925b7d5e9884">In many cases, Zendesk doesn't receive details of a payment rejection. If this is the case, reach out to the issuing bank of the credit card for full details of the payment failure.</li>
<li data-list-item-id="e36c9ef04ebb19dd1c66c86d6bf660eda">If available, try a different payment method, such as PayPal, ACH, or a different credit card</li>
<li data-list-item-id="ea2027275b38fd0b3516cb0c8fb440c39">If all else fails, reach out to <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-customer-support" target="_blank" rel="noopener noreferrer">Zendesk customer support</a> to resolve the issue</li>
</ul>
</div><div class="accordion"><h3 id="h_01JWGNVVJWBYJHK5WVQ15R0915">I don't see the forms to update the payment method</h3></div><div class="panel">
<h3 id="h_01JYH1EH43F21TPECDRZKKJY3R">Symptoms</h3>
<p>I followed the instructions in <a href="https://support.zendesk.com/hc/en-us/articles/4408821572506-Managing-payments" target="_blank" rel="noopener noreferrer">Manage payments</a>, but I don't see the forms to update the payment method.</p>
<h3 id="h_01JYH1PHSE3CRWXD6ZNJ6JYFEV">Resolution</h3>
<ul>
<li data-list-item-id="eec2e1b5e5fab14d314c4e251de71252c">You don't have <a href="https://support.zendesk.com/hc/en-us/articles/4408822084634-Finding-and-changing-the-account-owner" target="_blank" rel="noopener noreferrer">account owner</a> permissions. Reach out to the account owner on your account to update your payment method.</li>
<li data-list-item-id="ef474e9d129fcc3c9f3a02b9bd849f019">Your account isn't eligible to self-manage your payment, and you need assistance from an account representative or Zendesk Sales. In this case, you won't see the edit button under the <strong>Payment method</strong> section. Instead, contact your account representative or <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-customer-support" target="_blank" rel="noopener noreferrer">Zendesk Customer Support</a> to resolve the issue.</li>
</ul>
<figure><p><img style="aspect-ratio: 498/492;" src="https://support.zendesk.com/hc/article_attachments/9317657917722" alt="Edit payment method" width="200"></p></figure>
</div><div class="accordion"><h3 id="h_01JWYBY5T33612A99A137V4WXE">Authenticate 3D secure payments</h3></div><div class="panel">
<h3 id="h_01KSG5T9T7BP4RJPHECE18PGCB">Understand the terminology</h3>
<p>Strong Customer Authentication (SCA):</p>
<ul>
<li data-list-item-id="eaf6513c586afee1c174c8807f29cab36">Regulatory requirement in Europe under the PSD2 directive</li>
<li data-list-item-id="eb8c8dbce0178351fc63a8d5c81243f89">Requires two-factor authentication for online payments</li>
<li data-list-item-id="ee9e176f03559c7a4d28610bd08f00f01">Mandated by law in certain jurisdictions</li>
</ul>
<p>3D Secure (3DS):</p>
<ul>
<li data-list-item-id="e4493fd833c579f64ffc4ab29cb759edd">Technical protocol that implements SCA requirements</li>
<li data-list-item-id="e8434fc44d63f9b42d5b2fd22376d80b8">Version 2.0 is current standard</li>
<li data-list-item-id="e4fda88d2a56a7f576b9ac85bb9c6de56">Provides the authentication mechanism</li>
</ul>
<p>SCA is the requirement, and 3DS is the implementation.</p>
<h3 id="h_01KSG5T9T74TVQV7V38DN6Y85Y">How 3D secure verification works</h3>
<ol>
<li data-list-item-id="e8aa8571b7b29e67106be3ba2705a4926">You initiate payment to Zendesk</li>
<li data-list-item-id="e788ae8482e38b489b1e5cec14932b610">The payment processor contacts your card issuer or bank</li>
<li data-list-item-id="edd6186c7a207820ad6a308f4c996f200">The bank determines if SCA verification is required</li>
<li data-list-item-id="e9e7ff6a20ab053c891cfe13acf35d571">If required, you are redirected to complete verification using a mobile app notification, SMS code, or biometric authentication</li>
<li data-list-item-id="e94667a1805e8e0ff8bc219f7d38ef693">After successful verification, the payment processes</li>
</ol>
<h3 id="h_01KSG5T9T73XPJMC3044S6Z85B">Troubleshoot 3DS issues</h3>
<p>Payment fails at the verification step due to common causes:</p>
<ul>
<li data-list-item-id="e5e9419395181f70c02d908ee03777f4c">A pop-up blocker blocks the verification window. Temporarily allow pop-ups for zendesk.com and the payment processor domain. Check the browser address bar for a blocked pop-up icon.</li>
<li data-list-item-id="ed0b8d9e102da40032f540f05c38bda6a">An interrupted connection means communication failed between Zendesk, the payment processor, and the bank. Check for a stable internet connection and retry the payment.</li>
<li data-list-item-id="e4b8358aceab2a3e721e9b4ec3b62251e">The bank declined the verification. This can happen due to a wrong verification code, too many attempts, or the bank flags the transaction as suspicious. Contact your bank to verify the payment is allowed.</li>
<li data-list-item-id="eb8c48efa9f108f486ea7ce22fc221a89">For browser compatibility, try a different browser such as Chrome, Firefox, or Edge. Ensure JavaScript is enabled and disable ad blockers temporarily.</li>
</ul>
<p>If the verification window doesn't appear:</p>
<ul>
<li data-list-item-id="efe1cdc9d33b9a0ac01de0e81e99f581e">Check the browser console for errors in the F12 Console tab</li>
<li data-list-item-id="e21b8c18f0cb18337aa2275db37a7b8b4">Disable browser extensions temporarily</li>
<li data-list-item-id="ec4749ff98da5902d1de0ce9d3cf56bd7">Clear browser cache and cookies</li>
<li data-list-item-id="e4a227ca961ef694fa649de4f96d945ef">Try incognito or private browsing mode</li>
<li data-list-item-id="e51f3d681a1ebe73c8d287a880d52c5a7">Verify payment processor domains are not blocked by a corporate firewall, antivirus software, or DNS filter</li>
</ul>
<h3 id="h_01KSG5T9T7WDQK5QQG9HK6R3HJ">Cross-reference with browser issues</h3>
<p>Many 3DS failures are caused by pop-up blockers mentioned in the browser fix section. Try those solutions first.</p>
<h3 id="h_01KSG5T9T74STQHSBDSYZ2K0X8">Get help</h3>
<p>If the payment consistently fails:</p>
<ul>
<li data-list-item-id="ed7b56a09b35bd6358eca76dede18cab1">Contact your bank to verify online payments are enabled</li>
<li data-list-item-id="e4a67ee1bb0ae44035ea013f637013224">Ensure international transactions are allowed if applicable</li>
<li data-list-item-id="e9017b4831f8fb5858615e7f707db2741">Contact Zendesk Support with your browser type and version, a screenshot of the error and hide sensitive card details, and the approximate time of the failed attempt</li>
</ul>
</div><div class="accordion"><h3 id="h_01JWYAB8NFSCWTXN1JYQQT2QXG">Other common customer payment issues</h3></div><div class="panel">
<h3 id="h_01JYH34FHV7F8TPH3XP4QKS2S4">Symptoms</h3>
<p>My payment method fails to save for unknown reasons, or the form times out with no response.</p>
<h3 id="h_01JYH34V2FSYTE9RJFYQ9K4BC7">Resolution</h3>
<p>This could be an indication of a client-side or browser issue that can happen for a variety of reasons, where the content blocks or interferes with the authorization of the new payment method:</p>
<ul>
<li data-list-item-id="e56ad41de46583d0bd85c1cc8aa5c99ad">Your browser blocks pop-ups. Sometimes this will display up as a warning message in the browser's address bar, or as a dialog box.</li>
<li data-list-item-id="e8b885972cc20072ff9caeefa14dada6b">The extensions, plugins, or VPN block network traffic</li>
</ul>
<p>To solve this issue:</p>
<ul>
<li data-list-item-id="ef6ce9a954618ec0f2c1f9e91f50449fa">Clear the browser cache and cookies</li>
<li data-list-item-id="edb8c810c4f6004118c7a33897885abc5">Try from a different browser. This can help confirm if it’s not a problem with the browser configuration and provides a quick workaround.</li>
<li data-list-item-id="e0a503f6bf1d46331ead85e64228c38d8">Try from a different device entirely. This can help confirm that it’s not a problem with the network configuration on the original device.</li>
<li data-list-item-id="e17567374e4045b7270305ee8dd6c7249">After the issue is resolved, be sure to restore all your necessary network security safeguards</li>
</ul>
</div>