Resolving OnZoom payment issues

Your bank or financial institution may have declined your charge for a number of reasons, most of which can be resolved fairly easily with a little research.

The following topics are covered in this article:

  • Payment method declined
    • Contact your bank or card issuer
  • Price is higher than expected
  • I cannot enter my card details

Payment method declined

The following information must be checked for correct entry:

  • payment card number
  • expiry date
  • security code
  • Postal code

It is possible to try your payment method again if you have entered all the information correctly.

Contact your bank or card issuer

It’s recommended that you contact your bank or credit card company for more information if you’re encountering a general decline error when paying with your card. In order for the transaction to go through, you need to tell them the amount and time of the charge so they can approve it.

Price is higher than expected

This can be caused by a number of factors, including the fact that the fee was higher than you initially thought.

  • Fees: In some countries, credit card companies may charge additional fees for cross-border transactions. Although we charge in local currency, there is a possibility that some countries will convert the currency to USD.
  • Foreign Exchange: Exchange rates fluctuate every day depending on the strength of the dollar or the strength of the euro. If a customer requests a refund for a ticket sold in a foreign currency, the amount he or she receives may be more or less than the amount originally charged for the ticket.

I can’t enter my card details

It may be useful to try the following recommendations before attempting to resubmit your information so that the required fields are not left blank as you enter your information when attempting to update your card on file.

  • Clear your browser’s cache: By clearing the cache, you can free up memory space in the browser as it removes temporary files.
  • Incognito or private windows typically do not store cookies or cached files, which can delay page loading if you open them in this mode.
  • Make sure none of your extensions are enabled: In order to perform certain tasks, you may need to temporarily disable any extension that you have in your browser so that you can perform those tasks.

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