- First, verify your billing address. Our payment processor, Braintree, uses billing zip codes to verify the charge with your bank or financial institution. If you’ve moved recently, try using the zip code from your previous residence if your current zip code isn't working. If the issue persists, we suggest calling your bank to ensure they have accurate information on file.
- Contact your bank or financial institution to ensure there are no holds on your account or that they did not decline the charge. Your bank or card provider may have placed a hold on available funds without your knowledge.
If you’ve confirmed that neither concern above is at play, there are a couple more options available for troubleshooting the payment issues. We use a very robust fraud protection program that can, on occasion, falsely identify an order as fraudulent and void the charge.
- Deactivate any VPN services you may be using. These services disguise your IP address’s location by making it appear as though you’re accessing our site from a different location than you are. However, this artificial distance sometimes leads our fraud detection software to flag orders as fraudulent.
- Whenever possible, please use your personal email address to place orders. Unusual email addresses (e.g. email@example.com) or email addresses consisting of apparently random numbers and letters (e.g. firstname.lastname@example.org) will often appear suspicious to our fraud prevention software.
If the issue persists after taking all the steps above, please reach out to Customer Happiness at email@example.com.