If your card payment does not go through or is refused, several security mechanisms may be the cause.
In most cases, it is not possible to determine with certainty the exact origin of the block without verification on our side.
Why can a card payment be blocked?
When making a card payment, various security checks are automatically carried out.
These checks are performed by your bank and by our banking partner Mangopay.
Depending on the situation, the payment may be temporarily blocked or permanently refused.
Issue related to bank authentication (3D Secure)
This validation can take different forms, for example:
- a confirmation code received by SMS
- a notification to approve in your banking app
- biometric validation
If this authentication step is not completed correctly or within the allowed time, the payment is automatically refused by the bank.
If possible, we invite you to try the payment again by repeating the operation. If the problem persists, we recommend contacting your bank or using another bank card.
Refusal or block by your bank
It may also happen that the issuing bank refuses or blocks a transaction for security reasons, for example:
- unusual amount
- payment from abroad
- payment limits reached
- online payments disabled
- suspected fraud or unusual activity
The exact reason for the refusal is generally not communicated to us.
In this case, we recommend contacting your bank or using another bank card.
Identity verification in progress
In accordance with regulations, our banking partner Mangopay may be required to verify certain identity documents.
A payment may be temporarily blocked if:
- documents are missing
- documents are being validated
- additional verification is required
You are then invited to contact our customer service.
Need help?
If you are still blocked and the payment does not go through, contact our customer service via the contact form.
We will be able to check the situation with our banking partner Mangopay and inform you of the available details.