How can we help you?

Payment issues

There are many reasons why a debit or credit card may be declined.

The most common issues are:

  • Check your expiry date has been entered correctly
  • Double check the long card number is correct
  • Make sure you enter your name on the card, and not the card make

 

Beyond this, we do not receive the reasons why a card has been declined for obvious data protection concerns.

If your details are correct and you are still getting a declined payment message, it may be worth checking with your bank to make sure that you have sufficient funds available in the account or on the card which you are trying to process the payment from.

 

Declined payment message - US debit cards

A lot of customers in the US use Debit cards issued by Visa or Mastercard, and by default, a small amount of US banks automatically decline international payments.

We're based in London, UK. So if you're a US customer and are using a Visa Debit card or Mastercard Debit card and your payment is being declined there is a very high chance that your bank has automatically blocked this purchase.

The best thing to do is to contact the number on your card, or contact your bank, and ask them why the charge is being declined and ask them to remove the international restrictions. Once this has been lifted, you should be able to try again without the card being declined.

 

Gift cards & pre-paid cards

Some customers using Visa or Mastercard gift cards or pre-paid cards, may receive the message:

"Your card does not support this type of purchase."

If you receive this message then it is often the case that your gift card or pre-paid card has not been enabled to purchase digital content.

The best thing to do is to contact the number on your card, or contact the issuer of the card, and ask them why the charge is being declined and ask them to remove this restriction. Once this has been lifted, you should be able to try again without the card being declined.

Send us a message

If your questions are still not answered, please send our support team a message and we will aim to get back to you within 24 hours.

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