Why did my company balance top-up fail in My Hub?
Yana Borisevich
Last Update hace 9 días
Direct credit card top-up is the fastest and most efficient way to add funds to you company's balance.
However, sometimes, the card is rejected and the panel generates an “Error”
Credit card top-ups may fail due to limits or anti fraud regulations set by the issuing bank. Contacting your issuing bank to check that there are no restrictions from their side is the first step.
2. wrong password input during 3DS check
3. pop-up window with 3DS check is blocked in the browser
4. you have surpassed your limit of online payments for this month.
5. the bank does not allow transfer of funds to international accounts
6. anti fraud regulations set by the issuing bank.
Contacting your issuing bank to check that there are no restrictions from their side is the first step.
Important:
Sometimes banks or online stores don't charge money from your card immediately. They do it in two steps: pre-authorization (money freeze) and capture (money write-off ). Before any top- up, make sure that your card hasn't got any frozen balance, because this money cannot be used twice
Once you have excluded all the above and the error still persists, submit the issue to [email protected] with the following data:
1. last 4 digits of the card
2. date and time of top-up attempt
3. screenshot of the error with open browser console
A pop-up 'The company has an active invoice, try again in 15 minutes' means that the previous failed top-up logged a “pending invoice”. One should wait for at least 15 minutes for the “pending invoice” to archive before making a second try.
Warning: multiple attempts to top up before 15 minutes cool down period expires may lead to complete operation blockage until cleared from admin.
