Why did my company balance top-up fail in My hub?
Yana Borisevich
Last Update sebulan yang lalu
Top-ups via credit card are usually processed instantly, but sometimes a payment may fail due to bank restrictions, card settings, or browser-related issues.
This guide explains the most common reasons and how to resolve them.
Common reasons for failed top-ups
Your payment may fail for one of the following reasons:
- Insufficient funds on the card.
- Incorrect password entered during the 3D Secure (3DS) check.
- 3DS pop-up window blocked by your browser.
- Monthly limit for online payments has been exceeded.
- The bank does not allow international transactions.
- Anti-fraud rules imposed by the card-issuing bank.
✅ First step: Contact your bank to check whether any payment restrictions are active on your card.
Common error messages
What it means: Your browser is blocking the 3D Secure (3DS) verification window.
What to do: Enable pop-ups in your browser settings and try the payment again.
“The company already has an active invoice. Try again in 15 minutes”
What it means: A previous failed top-up attempt created a pending invoice.What to do: Wait at least 15 minutes before trying again.
⚠️ Do not retry the payment multiple times before the 15-minute waiting period ends. This may temporarily block further payment attempts and require contacting support to remove the block.
“The bank does not approve the transaction. Kindly contact the bank”
What it means: The payment was declined by the card-issuing bank.What to do: Contact your bank directly for more information.
Important note about frozen card balances
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.
If you are using a debit card, make sure your available balance fully covers the top-up amount. Debit cards usually do not allow payments that would result in a negative balance.
Still having issues?
If the problem persists after checking the points above, please contact support@onde.app 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
How to open the browser console
- Right-click anywhere on the page
- Select Inspect
- Open the Console tab
- Try the top-up again
- Take a clear screenshot of the error
📸 See an example below.
