Customers may occasionally experience issues when attempting to pay for vouchers online. These issues can occur for a variety of reasons, ranging from incorrect card details to temporary technical problems.
The guidance below outlines the most common payment issues and the recommended steps to help your customers complete their purchase.
Common payment issues
Card expired
The customer's payment card has expired.
Resolution: Ask the customer to check that their card has not expired and, if necessary, use a valid card.
Insufficient funds
The payment has been declined because there are insufficient funds available.
Resolution: Ask the customer to ensure they have enough available funds to cover the purchase before trying again.
Incorrect card information
The customer has entered incorrect payment details, such as the card number, cardholder name, expiry date or CVV/CVC.
Resolution: Ask the customer to carefully check all card details and retry the payment.
Card usage restrictions
The card issuer may have restricted transactions in certain countries or with specific merchants.
Resolution: Ask the customer to contact their bank to confirm the restriction and, if required, approve payments to your business.
Card reported lost or stolen
The customer's bank has declined the payment because the card has been reported as lost or stolen.
Resolution: Ask the customer to contact their bank or use an alternative payment method.
Suspected fraudulent transaction
The customer's bank or payment processor has flagged the payment as potentially fraudulent.
Resolution: Ask the customer to contact their bank to authorise the transaction before attempting payment again.
The payment window closed before completion
Many payment gateways use a secure hosted payment page. If the customer closes or refreshes the payment window before the transaction is complete, the payment may fail.
Resolution: Ask the customer to retry the payment and avoid closing or refreshing their browser until the payment has completed successfully.
Temporary technical issue
The payment processor may be temporarily unavailable or unable to process transactions. Customers may see an error such as "The transaction cannot be processed at this time. Please try again later."
Resolution: Ask the customer to try again later. If the issue persists, collect the information listed below and contact VoucherCart Support.
Internet connection issues
A slow or unstable internet connection can interrupt the payment process.
Resolution: Ask the customer to check their internet connection and retry the payment.
Need more help?
Speak to our support team via chat or contact us by email at:
help@vouchercart.com
For more video tutorials, FAQ's, and self-help guides, go back to the:
To assist with your enquiry as quickly and efficiently as possible, please provide us with the following information as completely as possible:
Buyer's name
Buyer email address
Date and time of the purchase attempt (including timezone)
Vouchers associated with the order
Any error messages displayed