Payment Troubleshooting FAQ
Having trouble adding your payment method or having issues paying your invoice?
If you're seeing a "Something went wrong" error message when trying to add a credit card, or if you're experiencing issues with invoice payments, please review the common solutions below.
Accepted Payment Methods
We currently accept the following credit cards:
- Visa
- Mastercard
- American Express
Note: Some prepaid cards may also be accepted (see details below).
Steps to Resolve Payment Issues
1. Phone Number Format
- Ensure you've checked the box next to your phone number.
- Choose the correct country code from the drop-down.
- Enter the number in this format: XXX XXX XXXX (no dashes or special characters).
2. Check Card Details
- Make sure your card has not expired.
- Ensure it has not exceeded the credit limit.
3. Match Your Billing Address Exactly
- The billing address must exactly match what your bank or credit card statement shows.
- Even a missing comma can cause issues due to AVS (Address Verification System).
- Your card must support AVS.
4. Manually Enter Your Address
- Avoid using your browser’s Auto Fill feature.
- Instead, type your address manually and select the correct one from the drop-down list.
5. Include Your Middle Initial (if applicable)
- If your card includes a middle initial, include it after your first name when entering the name on the card.
6. Using a Prepaid Card?
- Only some prepaid or refillable cards are accepted.
- Your card must have an address associated with it to pass verification.
- One-time use cards without name/address information are not supported.
7. Re-add Existing Card
- If a saved card isn’t working, remove it and re-add it.
8. Try a Different Card
- If possible, try adding another valid credit card.
Still Need Help?
If you've tried all of the above and are still experiencing issues, please give us a call:
Phone: 1-833-629-7653 ext. 1
Support Hours: Daily from 8:00 AM to 8:00 PM EST
For your security, we cannot accept card information via email or chat.