If you (or your client) are attempting to pay for a campaign, and receiving a message that the card has been declined, there are a few possible reasons.
It's important to realise that the 'declined' message is not coming from our software, it is coming directly from your bank or card provider when we try to take the charge.
Unfortunately, we do not get back any specific information about why the card is being declined, or how to correct it. The most common causes (according to the banks themselves) for a 'card declined' message are:
1. Your credit card number and expiry date appear to be wrong (in which case you would check and retry)
2. You are using a debit card, and your bank (likely in the UK) won't allow this transaction on a debit card.
Can I pay with a debit card?
Yes, we accept both credit and debit cards. Many customers are able to use debit cards without any issue, but the decision about whether a particular transaction is allowed on debit is made by your bank or card provider.
The easiest way to know is just to try it out when sending a campaign. We're not able to tell you in advance unfortunately, but we have only seen debit cards declined with certain UK banks at this stage.
What can I do if my bank is declining the transaction?
You need to contact your bank to ask them why it is being declined. Some customers have told us that their banks have declined transactions because of automated anti-fraud triggers holding it up, or because Campaign Monitor uses an Australian bank.
These are common reasons a bank will decline a transaction, and in some cases it takes a few calls to get the bank to reveal that (the front line support people may not know why).
From our end, we can only check for you that payments for other cards are going through fine, and that our payment gateway itself is operating correctly. It's a frustrating issue and we'll do whatever we can to help you out.
I really need to send an email right now!
If you contact us via support, we may in be able to make an arrangement for you to pay in some other way for the campaign or help you send in advance of your payment being authorised.