My First Time Payment Has Failed, What Can I Do?

There are several reasons that you payment (either when you start your subscription or upon your automatic renewal) can fail.

Check the error message that appears on the top of the payment page and find out what it means and what you can do through the following list.

Transaction Declined


What does this mean?


  • 1. This means that your bank or credit card provider has declined the payment during the 3D Secure verification process, but unfortunately they do not let us know why. It doesn’t necessarily mean that you don’t have enough funds in your account or that your card has been blocked, but it would be best to contact your bank to find out more.
  • 2. You entered your credit card information incorrectly.


What can I do?


  • 1. You need to contact your bank and ask them to permit the recurring payments for AVTREE account or use a different credit card then attempt a manual payment.
  • 2. Revise your card number, expiry date, and the CCV Number (The three digits on the back of your card)

Insufficient Funds


What does this mean?

This error means that your card balance is less than the required amount.

What can I do?

Ensure your card is funded with the amount of your selected subscription plan or use a different credit card then attempt a manual payment.
Click here to learn how to make a manual payment?

User authentication failed


What does this mean?

In this case you would have seen an error message that said:

This could happen for a few reasons:

  • 1. The one time pin sent from your bank was entered incorrectly.
  • 2. You did not receive the OTP or authorization message from your bank to approve the transaction.
  • 3. The OTP or authorization message sent from your bank was not entered or approved within the required time frame.
  • 4. Your card is not enrolled in 3D Secure.


What can I do?


If you are not receiving the one-time pin or approval message to authorize the transaction, please contact your bank to let them know. You should receive this from your bank or credit card provider by SMS or email.

If you think you may have just entered the OTP incorrectly or didn’t enter it in time on the 3D Secure page, then we suggest just trying the payment again.

If you’ve never used your card for an online purchase before, it’s possible your card is not enrolled in 3D Secure, in which case you should contact your bank and ask them to please enroll your card. It’s very quick and worthwhile to do so as all South African companies are now required to use 3D Secure for online payments.