If you are unable to complete your payment by credit or debit card online (or over the phone), there may be several reasons for this:
New card: If your card is new, you must first activate it by making a cash withdrawal at an ATM before you can use it.
Accepted cards: Check that your card type is accepted (e.g., Visa, Mastercard).
Expiration date: Check that your card has not expired.
Installment payments: If you set up an installment plan with a card that expires before the final payments are due, any installments scheduled after the expiration date will not go through.
Entry error: Check the card number entered, the expiration date, and especially the CVV code (the 3 digits on the back).
Two-factor authentication (3D Secure): If you do not receive the notification on your banking app or the confirmation SMS, the payment cannot be completed.
Spending limit: Check with your bank to ensure you have not reached your limit. After a large purchase or withdrawal, your bank may temporarily block the card for up to a week (even if you have sufficient funds).
Insufficient funds: An automatic direct debit processed right before your purchase can sometimes block the transaction.
Card blocked/reported: If you reported your card lost or stolen (or if the bank suspects fraud), the card will be blocked.
Technical troubleshooting: You can try clearing your browser cache, switching browsers, or logging back in.
If it still does not work after checking all these points, our advisors remain at your disposal by phone or via our online chat.