Support Center

Payment Troubleshooting

Last Updated: Nov 10, 2015 10:47AM MST
Payment Troubleshooting
We offer multiple ways of completing your purchase on our online store. We accept most major credit cards as well as PayPal. Please email us to get one-on-one help.
 
This page provides troubleshooting steps that might resolve credit card authorization failures that occur when purchasing products from the Pivothead Store.
If your payment option can’t be authorized through your bank, or if the Pivothead Store detects suspicious activity and is preventing charges, you may see an error code and your payment may not be completed.

To resolve this problem, try the following solutions: 


Solution 1: Check your billing address
Make sure the billing address entered during checkout matches the billing address used by your credit card company.

If your entered address matches the billing address used by your credit card company, try the next solution.


Solution 2: Check the card number, expiration date, card security code, and name for the card
Retype the credit card number without any spaces, commas, or other non-numeric characters. Verify that the expiration date, card security code, and name that you entered are correct and match what is shown on the card.

Solution 3: Confirm that you are using an approved payment method
You can use Visa, MasterCard, American Express, and Discover cards in the Pivothead Store as long as they allow international purchases. Even if your card displays a Visa or MasterCard logo, it is possible that it's not approved by your bank or issuing financial institution to make an international purchase.

If your credit card is an approved form of payment, try the next solution.


Solution 4: Contact your bank or financial institution 
The Store purchase might have failed for the following reasons: 
The credit card has not been activated.
The credit card was declined because of insufficient funds.
The credit card cannot accept online purchases or automatic billing.
The credit card company is intentionally preventing the card from being used.

Contact your credit card company or bank and make sure that the payment option that you’re using was activated, that it has available funds, and that the transaction is not being blocked for some reason.

If your bank or financial institution is not blocking the transaction, try the next solution.


Solution 5: Try your purchase again later
Our purchase might be blocked for one of the following reasons: 
  • Too many recent declined purchase attempts.
  • The payment option is being used from an invalid location.
  • The payment option that you provided may have a violation for non-payment that’s preventing it from being used for new purchases.

Wait and try the transaction again in 24 to 48 hours. When lots of purchase failures occur, it can prevent transactions from being processed until no purchase attempts have been made for a while (usually 24 to 48 hours). 

We accept all of the following forms of payment:
International Cards
Visa Card
MasterCard
Discover
America Express (not supported in all countries)
International cards are credit cards that are issued by your bank or financial institution which can be used in countries outside of the country of residence of the cardholder or the country where the card was issued. Even if your card has a Visa, Discover or MasterCard logo on it, it is possible it is not approved by your bank or issuing financial institution to make an international purchase. 

PayPal

Pre-paid cards, debit cards, and gift cards (even those with a Visa or MasterCard logo) do not qualify as international cards and are not currently accepted by the Pivothead Store.

Note: If your card is declined, check with your issuing bank or financial institution to understand if your card can be used for international transactions. Some banks may also have restrictions that prevent you from using the card for Internet-based purchases.

If these steps don’t fix your problem, you may want to try a different credit card or contact us and we can take your order over the phone.
Call us: 1-303-221-4670
Office hours:
Monday - Friday: 9am to 5pm (MDT)

Contact Us

service@pivothead.com
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