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1. Introduction

Sometimes a client's payment on the platform fails. In most cases, the cause is not the platform itself but the issuing bank, the payment system, or the card's parameters. This guide lists the most common reasons for failed payments, links to error code references for major payment systems, and shows where to view error details in the platform interface.

From this guide you will learn:

• the typical reasons why payments fail;

• where to find the error code in the customer card;

• where to look up the meaning of an error code for a specific payment system.

2. Main reasons for failed payments

Most often, failed payments occur for one of the following reasons:

1. Error when entering card details — verify the entered card number, expiration date and CVV/CVC code, then try again.

2. Insufficient funds on the card — top up the card or use a different one.

3. Online payment limits — the card may have a daily or per-transaction online spending limit, or online payments may be blocked entirely. Contact the bank's support to enable online payments.

4. No 3D Secure — the card does not support multi-factor payment confirmation, which most payment systems require.

5. Payment system limit — the payment provider has a transaction amount limit.

6. Offer payment time expired — the allowed payment window configured for the offer on the platform has elapsed.

7. Internet connection issues — an unstable connection may break communication with the bank's processing center.

8. Transaction flagged as suspicious — the issuing bank or the payment system blocked the transaction under their anti-fraud rules.

2.1. Additional reasons

Less common situations:

• Card has expired — contact the bank to reissue it.

• Non-withdrawable balance — part of the card balance is locked as a required minimum.

• Card type not supported by the payment system.

• Outdated browser — try updating the browser, clearing cache and cookies, then retry the payment.

• Dynamic IP on mobile internet — switch to a stable connection if possible and retry.

3. How to find the error code in the platform

Payment systems return their own error codes when a payment fails. To view the code for a specific order, open the customer card and go to the «Order History» section.

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4. Payment system documentation

For a detailed breakdown of error codes, refer to the documentation of the relevant payment system:

5. What to do when a payment fails

1. Check the error code in the client's «Order History» on the platform.

2. Match the code against the payment system documentation (see section 4).

3. If needed, the client should contact the technical support of the issuing bank (usually 24/7) — to check limits, enable 3D Secure, or remove restrictions.

4. If the error code points to an issue on the payment system side, contact the technical support of that provider.