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Why has my payment declined?

If your payment has declined at the checkout, perform the checks outlined in this article.

Updated over a month ago

Payments may decline for a variety of reasons, use this list to troubleshoot:

  1. Check that the card number, expiry date and security code have been entered correctly.

  2. Check there are enough funds in the account.

  3. Ensure it’s a standard Visa or MasterCard being used (some pre-paid gift cards are not compatible with our payment platform). Amex is not accepted.

  4. Ensure your billing address is entered, if different to shipping address.

  5. Try an alternative card to see if the payment is accepted.

If you are still having issues, please contact our customer service team on 1300 900 617 and we can try processing the Visa or MasterCard payment by phone. Failing that, we can email an invoice and you can direct deposit the funds into our NAB bank account.

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