This Instant Answer will tell you what to do when you receive an error message whilst trying to purchase a subscription.
Red errors messages are displayed after clicking on the blue ‘Pay Now’ button.
When purchasing a subscription, our payment platform will perform checks to validate the details that you have entered. If any details are incorrect or incompatible with the payment methods that we can accept, it will display an error message. An error will also be shown if the details are correct but the transaction is declined by your bank.
Step 1. First of all, double-check that details you have entered are correct.
Step 2. Ensure that the payment page is recognising your correct location and providing pricing information in the right currency, this can occur if you are using a VPN or Incognito/Private Browsing mode.
Step 3. View the resolutions for the payment errors below, each solution will differ depending on the error message displayed.
Payment Error 1: Transaction Declined 12 - Invalid Transaction Type
This means that you have entered a card type that we cannot accept. Our payment platform can accept Visa Debit/Credit Card, Mastercards and PayPal payments. As you are setting up a payment plan, the account that your card is linked to must allow recurring payments, else the payment will fail. If you are not sure if your card allows recurring payments, please check with your bank.
Payment Error 2: Unfortunately your subscription has not been successful, please contact our sales team for assistance.
This means that the payment attempt has failed and you will need to contact your bank or card issuer to authorise the transaction. Once the bank has authorised you to make the payment please reattempt to process a payment again.
Payment Error 3: Error, we are unable to find the pricing for your region.
This means that there is a mismatch between ‘State’ that you have selected and the zip code that you have entered. Matching the correct address information will rectify this issue.
If you are still unable to purchase a subscription after following these steps, please raise a support ticket but do not include your full card details in this correspondence. For security, we will not ask for your full card number at any point.