Card Payment Issues

From time to time a customer's payment card will be declined during the payment process. In most cases there is no obvious reason for the card being used for payment to be declined. However the most common reasons for the card being declined include:

  • Incorrect details entered: 90% of declined orders are due to a difference between the billing name and address entered and the name and address on file with your card provider. Other details may be entered wrongly too – such as an incorrect security code, or incorrect password entered in the '3D Secure' process.
  • Insufficient funds: Lack of funds in the account or not enough credit available to cover the payment.
  • Expired card, cancelled card or blocked card Fraud watch: Because the payment appears to be out of the ordinary, either due to the time of day, location of the payment or the type or size of payment; the payment may be declined to protect you from what appears to the card provider a fraudulent transaction. The card holder should contact their bank to notify them of the pending payment and try again or use a different payment card.
  • Daily purchase limit exceeded: To protect you from fraudulent charges, almost every credit or debit card has a limit on how much can be processed through on a card in a single day. If you exceed this amount, the credit card company may block your account from any further activity and the card could come back declined. The card holder should contact their bank to notify them of the pending payment and try again or use a different payment card.
  • Network or internet issue: A possible network failure, communication failure or timeout has occurred while processing the card payment. It might help to clear the 'cache' in your browser history or to use a different web browser such as Chrome, Firefox, Internet Explorer or Safari. Make sure that window pop ups are not blocked in the browser. 
  • 3D Secure Details: The 3D secure phase of the transaction is controlled by the card holder’s bank. UAL has no visibility or control on this part of the process. Security questions raised at the 3D secure stage are again controlled by the card holder’s bank and not UAL. The card holder should contact their card provider if they are having problems trying to make payment at this stage.