Why My Payment Failed

Title: How to Fix a Failed Payment

If your order payment didn't go through, don't worry — most payment failures can be fixed in a few steps by updating your payment details and manually retrying the charge. When a transaction fails, a notification banner will appear on your order with the specific reason.

Step 1: Identify the Reason

BrandSKU displays the reason for the failed payment directly on the order. Common reasons include:

Card Expired or Cancelled

Your saved card is no longer valid — for example, it has passed its expiration date or was cancelled by the bank. You'll need to add a new card or use a different payment method.

Insufficient Funds

Your card or wallet doesn't have enough balance to cover the order. Add funds to the card, top up your BrandSKU Wallet, or switch to a different payment method with sufficient balance.

Card Declined by Bank

Your bank declined the transaction. This is often due to fraud protection triggering on a large or international charge. Contact your bank to authorize the transaction, or try a different card.

Billing Address Mismatch

The billing address entered doesn't match the address on file with your card issuer. Double-check that the billing address matches your card statement exactly, including street, city, and postal code.

Payment Method Under Review

Occasionally, BrandSKU needs to review a new payment method before processing the order. In this case, the order will be placed on hold and you'll receive an email within 24 to 72 hours with the next steps. While waiting, you can pay with your BrandSKU Wallet to process the order without delay.

Step 2: Retry the Payment

Once you've resolved the issue, retry the payment.

1. Go to Dashboard → Orders → My Orders and open the order with the payment issue.
2. Click Update Payment and choose the payment method you want to use.
3. Click Retry Payment to submit the order for production.

Note: If your card is permanently unavailable (for example, if it has expired), you'll need to add a new card or use your BrandSKU Wallet before you can retry.

When to Contact Support

Reach out to [email protected] if:

• The payment keeps failing even after resolving the reason shown on the order
• You don't see a specific failure reason on the order
• Your payment method has been under review for more than 72 hours