Below are the most common payment card failure reasons
Rejection Reasons
Error | Description | Solution |
| This is a very vague reason that banks provide us, however, we do know that your bank has rejected the transaction | Contact your bank; ask them to approve transactions to Fanvue and "Whitelist" the merchant. (You may need to speak to your banks fraud team as general customer support are not commonly trained in resolving this) |
| Not enough available funds were available in your account to successfully make the purchase | Add more funds to your account and try again |
| Your bank/issuer has declined the transaction as there is a suspected fraud on this credit card number | Contact your bank; ask them to approve transactions to Fanvue and "Whitelist" the merchant. (You may need to speak to your banks fraud team as general customer support are not commonly trained in resolving this) |
| You did not enter your 3DSecure password at the authentication page. If no authentication page was visible, please tell our support team | Enter your password with your bank when prompted, complete the transaction within 2 minutes and don't close the payment window |
| The card you used is restricted to where it can be used. The restricted card is only allowed to be used for certain types of businesses or purchases | Use an alternate credit card or debit card, or contact your bank |
| The billing details entered do not match what your bank has on file | Check your billing details, or contact your bank |
| An invalid card number means that the card is likely closed at the card issuing bank and is effectively an invalid card | Check your payment details, or contact your bank |
| Due to high associated risk, the branch your card is registered to is blacklisted | Try another card |
| You bank account is temporary unable to transact | Try another card or contact your bank |
| The account connected to your card is closed/terminated | Try another card or contact your bank |
| Your card has not passed authentication | Check your payment details and try again |
| Unknown failure reason | Contact your bank |
| Incorrect card details | Check your card details and try again |
| Required to complete additional authentication with your bank | Contact your bank to complete authentication |
| Incorrect billing details | Check your billing information and try again |
| Error with banks 3DS system | Try another card, or wait 5 minutes and try again |
| Card not accepted | Use Visa or Mastercard for direct card payments |
| Card has been reported lost or stolen | Your account has been flagged for manual review |
What's 3DS?
3DS stands for 3D-Secure and it's a security protocol used by issuers to authenticate users when making Online Payments. Designed to prevent fraud and unauthorised transactions, 3DS presents the user with a prompt from their issuer requesting verification via either a mobile banking app or an online password request from the issuer (confirming using two-step verification).
I need further assistance!
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