Declined - Contact bank

 

The status "Declined - Contact bank" means the transaction has failed due to a problem with your payment.

In this case, you need to contact your Bank or card Company and ask them what is the problem and what to do.

In fact, if a solution has been found then we can resume working on your order again.

 

Let’s proceed on a check-list to identify the problem :

  • Check your card balance to make sure there is enough money to pay for your order, including the fees and other charges due to possible conversion rate variations, as we charge in foreign currency.
  • Check at your card issuer if there is any restriction with your card and if the charge has been authorized.
  • Check if your card details are correct : number, name, billing address, expiry date, … . Have you typed in the security code while placing that order ? Is the card being used by the actual owner ?
  • If you can find in your card statement that the money has gone out, then it’s our card processor who didn’t accept the transaction for some reasons, and your balance will be restored automatically by your bank later.

We’d like to insure you that in this last case, your money is still at your bank, only they’ve placed it onhold. Just call your bank and ask them to release that hold, because we (the merchant) do not want to collect that money; the reason being the declined transaction.

In bank's terminology, this is called a pre-authorization hold.

What is a pre-authorization hold?

A merchant may place a pre-authorization hold on a certain amount of funds on your card to verify that you have sufficient funds to pay for the transaction. This is just an outstanding authorization for a purchase that was made, but the merchant has not collected its money yet. Actually the money hasn't gone out yet, it's just held from your card account, ready to be paid to the merchant.

Usually funds may be held for a minimum of eight days before being released to your available balance. That delay may go up to 30 days depending on banks; that's why we ask you to tell your bank to release it sooner.