Payment failures can happen for several reasons, such as incorrect card details, security authentication issues, or daily system limits. If you’re unable to complete a payment or keep encountering failed transactions, here are some common causes and steps to troubleshoot them.
Payments Blocked by the Bank
If your payment was declined, it may be because your bank blocked the transaction. Your bank may block a transaction for several reasons, including:
The charge looked suspicious or unusual to their system.
You exceeded your card velocity limit (the number of transactions allowed in a short time frame).
The transaction amount was higher than what your bank normally allows.
The bank does not recognise WEBSHARE SOFTWARE as a trusted merchant.
To resolve this, we recommend contacting your bank and asking them to allow transactions from WEBSHARE SOFTWARE.
If the issue was not specifically related to blocking transactions to Webshare, please also confirm with your bank whether the block was due to spending limits, transaction velocity, or fraud prevention measures.
Once your bank has cleared the payment, return to your Webshare account and retry the upgrade or payment.
Card Authentication (3D Secure)
When making a new manual payment, you may be asked to complete 3D Secure authentication. However, further subscription renewals do not usually require this authentication.
Please note that some cards, especially virtual or prepaid cards, may not support 3D Secure. Since we do not accept payments without 3D Secure, you’ll need to ensure your card supports it in order to complete your purchase.
If your card does not support it, use a different payment method that meets the required security standards.
Insufficient Funds
A payment may fail if there are not enough available funds in your account at the time of the charge. This can happen if your balance is lower than the subscription cost, if other pending transactions temporarily reduce your available funds, or if your card has a daily or monthly spending limit.
To resolve this issue, check your account balance and make sure you have enough available funds to cover the payment. If there are pending holds or spending limits in place, you may need to clear them or contact your bank to request a limit increase.
Once your balance is sufficient, you can retry the payment in your Webshare account.
Incorrect or Outdated Card Information
A payment can fail if the card details are entered incorrectly or if the card information is outdated. Make sure the card number, expiration date, and CVC code are typed exactly as shown on your card. Double-check that the billing address is entered correctly, and ensure that the name on your card matches the name you entered on the payment page. If you see an error such as 'incorrect CVC number,' double-check the details and try again.
If the information is correct but the payment is still unsuccessful, contact your bank to confirm that the card hasn't expired and is not blocked for online transactions. You may also want to try using a different card or payment method to complete your purchase.
Additional Issues
System-Enforced Limits
Webshare may temporarily block payments if there are too many unsuccessful attempts in a short period. This helps protect your account and prevent fraudulent activity. If this happens, wait 24 hours before trying again. Once the block is lifted, you can retry using the same card or an alternate payment method.
Network Errors
Payment attempts can sometimes fail due to connectivity or server issues. If your payment does not go through, check your internet connection and try again. Using a different browser or device can also help resolve temporary network problems.
Country Restrictions
Some payments may be restricted based on your location. If your card or payment method is issued in a country not supported by Webshare, the transaction may fail. Feel free to contact us to find out if that might be the case.
Need Help?
If you're still experiencing issues, please contact us at [email protected].. We'll be happy to help you and look into this for you!