Payment Error Messages and how to Troubleshoot them

When you try to insert your credit card, and it’s declined, you might see one of these three error messages:

  • We were unable to process your credit card. Please check your credit card and address details before submitting again.
  • We have encountered an unexpected error. Please try again or contact support.

For all the errors above, please give the action another try. If the issue continues, consider following these steps:

  1. Clear Browser Cache and Cookies, then try adding/changing your credit card details again: since browser data can often cause issues during transactions. 
  2. Use Incognito/Private Browsing Mode: This can help eliminate any conflicts with existing browser data. 
  3. Verify Card Information: Double-check that you’ve entered the correct credit card details, including card number, expiration date, CVV, and billing address, down to punctuation and capital letters. 
  4. Disable Browser Extensions: Temporarily disable browser extensions or add-ons, as they might interfere with the payment process. 
  5. Contact Your Bank: If your card is being declined, contact your bank to verify that there are no restrictions on your card for online transactions. 
  6. Double-check Security Codes: Make sure you’re using the correct CVV code and any additional security codes required by your card. 
  7. Try a Different Credit Card: If you have another valid credit card, attempt to add/change that card to see if the issue is specific to the card.

Please note that if you perform three or more credit card updates within a span of 7 days, your account will be automatically disabled. 

If these steps didn’t solve the issue, please reach out to our Customer Success Team at

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