Account: Credit Card Transaction is Being Declined, Rejected, or Denied

Modified on Thu, 13 Oct, 2022 at 2:24 PM

Answer ID: 34

The bank is rejecting my credit card transaction; I know my credit card is good.  What could be causing the problem, how do I get it to go through?

Your credit card information can be viewed and updated when logged into your account and at the main account overview page ("My Account - Overview" in the top menu), by going to "Credit Card Settings" under the Quick Links heading in the top left of the page.

1. Why is my credit card transaction rejected or denied?

We want you to be able to make your purchases, but we have very little control over the actual credit card processing companies, and are unable to force your transactions through.  Possible causes of rejected transactions are listed below to help resolve the most commons issues. 

  • Sometimes it's as simple as re-entering all of the information and trying again. Be sure the name, number, expiration, billing address, and CVV2 number are exactly as they appear on your card.
  • It may be an invalid CVV2 number (the 3-digit code on the back of your MasterCard, Visa or Discover card, or the 4-digit number on front of American Express cards). Read that CVV2 number carefully, many times the ink starts to rub off, and an "8" might now appear to look like a "9" or "3."  
  • It may be the expiration date has lapsed, or was entered incorrectly.  Double check this date.
  • Sometimes your bank may even be rejecting the order for your protection as we are an Internet business.  If we are in a different country, they may also be rejecting the charge if they feel it might be fraud.  You may need to contact them to approve the transaction(s).
  • It might appear to your bank to be duplicate charges.  If the amounts are the same (such as many auto-renewals in the same night), they may have approved the first transaction, but rejected the additional charges.  Contact them to approve these transactions. 
  • If you have recently moved, they may still have your old address in the database that is being compared and verified.  Give your old address a try (or call your bank and ask which address they have listed.  Likewise, if you use a P.O. Box on your credit card statement, be sure to enter the P.O. Box and not your street address.
  • If you are in another country and do not have a postal code, you can enter "NA."
  • You may just need to contact your bank, ask what data they are expecting, and tell them you approve the transaction(s). You will need to give them the total amount(s) along with our Merchant name: DOMAIN NAME REGISTER.

Typically one of the above is the cause for our credit card processing company or your bank to reject charges on cards you know are valid.  

If you get the message "Credit Card Declined," this is an error message directly from your bank, so you will need to contact them to resolve it. Use alternative payment options if the bank is not able to resolve the issue for you.

In some cases (depending upon your bank) multiple attempts to charge your card will result in multiple pre-authorization requests to your account balance.  The bank will place a hold on all pre-authorized funds for an average of 7-14 days, and then will release the funds when no order is placed.  We do not have a way to reverse pre-authorizations.  If you are looking at an online statement, many times these pre-authorizations will appear to be actual charges; however, unless we are able to process the transaction, no funds will be collected.

2. My order was successful, but my domain isn't appearing in my account or has not been renewed?

Occasionally an order may be flagged for manual review by our orders team and can take one business day to process. To check on the status of your order, you will need to review your order history by running a "Transactions" Report

3. Why is there a 24-hour credit card transaction lock on my account?

The 24-hour transaction lock might be applied to the account when the system detects unusual or suspicious activities. The lock is a necessary precaution, as you could be liable for fraudulent transactions. 

The following events might trigger the lock:

  • Multiple credit card changes in a short period.
  • Multiple failed transactions in a short time.
  • If you are a reseller using Registry Rocket, someone may have entered fraudulent credit card numbers on your site.

Our customer service cannot reverse the lock. We can, however, give you the specific error messages from our credit card processor. The lock will automatically be released 24 hours after the first error message was displayed.  Subsequent failed attempts during the 24 hours will not extend the lock period. After the lock has been automatically lifted, verify your credit card information and reattempt your transaction. Do not make several attempts if you receive another error message; contact us right away.

4. Can I renew without the account login credentials?

If you are unable to log in or recover your login, but you must renew the service now, contact our support team immediately for assistance with urgent renewals.  

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