This guide is applicable for both POM3 and POM5*
1) Try a Different Credit Card
Try using a different credit card (from a different bank or card issuer, if possible).
If the payment works, it’s likely an issue with the original card.
2) Check with Your Bank
Even if your card works on other platforms, a payment may still be declined due to fraud detection systems used by banks or card issuers. If you see a message like “Cardholder authentication successful, but payment declined”, please:
- Contact your bank or card provider
- Inform them the transaction is legitimate
- Ask them to allow future payments to our platform
If POM3:
1) Remove and Re-add Your Credit Card
Sometimes, re-adding your card can help reset any technical or authentication issues.
Here’s how:
- Go to My Account > Payment Methods
- Click the “X” next to your existing card to remove it
- Add the same card again, or try a different one
Still Not Working?
If none of the above steps resolve the issue, please email us at [email protected] with the following information:
- A screenshot of any error messages shown
- The last 4 digits of the card you’re using
- Confirmation of whether you’ve contacted your bank
We’ll work with our payment provider to investigate further.
