We know its annoying when you're trying to start or renew your subscription and your card details aren't being accepted or the payment's not going through. Most often it's because your bank or our payment gateway is trying to protect you as a cardholder. Usually any issue can be resolved by contacting your bank, or sometimes the support team, and in some instances you will need to try a different payment method.

Please avoid manually retrying the payment multiple times if it won't go through. Repeated unsuccessful attempts can see you temporarily blocked from the service by our payment gateway. If you are unsuccessful on more than one attempt (and are sure the issue isn't that you've incorrectly entered the payment details), then its best to stop and contact your card issuer and then the support team.

We've laid out the most common reasons a payment might be failing below, along with advice on what to do to resolve it.

Insufficient balance

By far the most common reason payments fail is because the card or account doesn't have the money on it to cover the charge. It's always worth double checking your balance, as well as confirming on your settings page how much you are actually due to be charged. All our fees are quoted in either US Dollars, Euros or Pounds Sterling, depending on where you are based.

Prepaid Card

Tracklib does not accept prepaid cards such as the cashapp card or similar. If you attempt to add one as a payment method, you will get a response saying that authorisation has failed with 'FRAUD'.

Refused by issuer

Especially for first time payments, its not uncommon that your bank blocks the payment as they suspect it wasn't approved by you. There can be for various reasons, such as Tracklib being based in another part of the world to you. Its usually easy to fix this by contacting your bank and asking them to approve payments to Tracklib going forward.

3D not authenticated

3D Secure is a protocol designed to be an additional security layer for online credit and debit card transactions. In some territories (for example, the EU), it isn't possible to complete online transactions without offering 3D Secure. If you are unfamiliar with how to authenticate via 3D secure, or if your card is setup with it, then please contact your bank or card issuer for more details.

PayPal authorization has expired

If you are restarting a subscription or added your PayPal account a while ago, the authorisation for Tracklib to continue to take payments may have expired. If this is the case, the easiest way to resolve it is simply to remove the Paypal account from your Tracklib account as a payment method and then re-add it, which will renew the authorisation.

FRAUD

If our payment gateway detects activity on your account that it considers a risk, it may block future payments until this is resolved. This is also the case if you or your card issuer has disputed or issued a chargeback for any previous payments to Tracklib. If you find that you are unable to pay or add a payment method due to 'FRAUD', you will need to contact our support team to resolve this (unless its a prepaid card, in which case you will just need to use a different payment method).