Payment Failed at Checkout

A payment can fail for many reasons. Here's how to figure out which one and what to do.

Quick checklist

Try these in order:

1. Wait 60 seconds and try again — sometimes it's a temporary network or processor blip.
2. Check your card details — number, expiration, CVV, and billing zip must all be correct.
3. Check your card balance — insufficient funds is the most common cause.
4. Try a different package size — sometimes very small or very large transactions fail when mid-size ones work.
5. Try a different card — Visa or Mastercard credit/debit.
6. Call your bank — they may be blocking the transaction for fraud-prevention reasons.

Common failure messages

"Card declined"

The bank declined the transaction. Most often:

• Insufficient funds.
• Bank's fraud system flagged the transaction.
• Card expired or canceled.
• Wrong card details entered.

Fix: call the number on the back of your card. Ask them to authorize the transaction with PERSONA PAYMENTS.

"Card not authorized"

Similar to declined, but specifically a 3D Secure failure:

• The bank requires additional verification (one-time password, app confirmation).
• You closed the verification window or didn't approve in time.

Fix: retry the transaction. When the verification screen appears, complete it within the time limit.

"Transaction not permitted"

Your card type isn't authorized for this kind of transaction. Common with:

• Some debit cards restricted to in-person purchases.
• Some prepaid cards.
• Cards from regions where the merchant category is blocked.

Fix: use a credit card instead, or call your bank to enable online/international transactions.

"Currency not supported"

Rare. Your card can't transact in USD.

Fix: use a different card.

"Generic processor error"

Something failed at the processor level. Usually a temporary issue.

Fix: wait a minute and retry. If it persists, try a different card.

What to do if your card keeps failing

If you've tried two different cards and both fail:

1. Check your bank's online banking app for any holds, alerts, or disputes.
2. Call your bank. Ask: "Are you blocking transactions to a merchant called PERSONA PAYMENTS?" The bank can usually whitelist Fansit transactions in 1-2 minutes.
3. Try from a different network — switch from cellular to Wi-Fi or vice versa.
4. Try a different browser to rule out browser-specific issues.

When to email support

If you've tried the above and it's still failing:

• Email support@fansit.com with:
  • The exact error message.
  • The card brand (Visa/Mastercard) and type (credit/debit).
  • The country your card was issued in.
  • The package you were trying to buy.
  • Whether you've called your bank.

We can sometimes identify a processor-side block your bank can't see.

Don't try repeatedly

Don't try the same payment 10+ times in a row. After 3-5 failures, your bank will lock the card for fraud-prevention reasons. Wait 30 minutes between retries.

Auto-recharge failed

If auto-recharge silently fails (you weren't actively buying, but the system tried), you'll get a notification. Follow the same troubleshooting steps. The system retries automatically after a few hours; you can also trigger a manual retry from the wallet.

Bank statement showing "PENDING" charges that don't appear in your wallet

These are authorization holds — temporary reservations of funds that don't represent a real purchase:

• A failed transaction can leave a pending hold for 1-5 business days.
• The hold reverses on its own.
• Don't dispute these with your bank — disputing a temporary hold can confuse subsequent legitimate purchases.

If a pending hold doesn't reverse after 7 business days, contact your bank to release it.

For more on multiple charges, see Why Do I See Multiple Charges.