Why did my company balance top-up fail in My hub?

Topping up your company balance via credit card is usually quick and convenient—but sometimes errors can occur. Here’s what to do.

Credit card payments may be declined due to issues with the card or restrictions set by your bank. Here are the most frequent causes:

1. Insufficient funds on the card.
2. Incorrect password entered during the 3D Secure (3DS) check.
3. 3DS pop-up window blocked by your browser.
4. Monthly limit for online payments has been exceeded.
5. The bank does not allow international transactions.
6. Anti-fraud rules imposed by the card-issuing bank.

✅ First step: Contact your bank to check for any restrictions.

After checking all the above and still getting an error, please contact [email protected] with the following:

• Last 4 digits of the card used
• Date and time of the failed top-up attempt
• Screenshot of the error message with the browser console open

1. Right-click anywhere on the screen

2. Select “Inspect”

3. Go to the “Console” tab

4. Try the top-up again and take a clear screenshot
   
   

This means the last failed attempt created a pending invoice. Wait at least 15 minutes before trying again.

⚠️ Repeated attempts before the cooldown ends can block all payment attempts until manually cleared by the admin.

Sometimes banks or online stores don't charge money from your card immediately. They do it in two steps:

• Pre-authorization (freezing the amount)




• Capture (actual charge)
  
  

Before any top-up, make sure that your card hasn't got any frozen balance, because this money cannot be used twice.