If an error occurs during sign-up, upgrade, or renewal, you can refer to the information below:
12-Declined / 13-Referral
These errors are related to the credit card payment processor being told by the authorizing financial institution that there is an issue with the payment being sent. This does not mean your card is invalid or lacking funds it just means that you should contact your financial institution for more information if you are unable to provide a second credit card number.
These errors may occur if:
- the credit card is new or not set up to place orders online
- a recent payment has not yet been applied
- the purchase may have been flagged to protect you because it is outside of
your regular buying patterns and your financial institution is trying to
protect you from fraud
- the card may be near expiration and this might cause issues
Format Error
Format errors occur if you place an order and input the incorrect credit card number, please be sure to put no dashes "-" in the credit card number when entering it. Also please be sure that your address information matches that of the billing address for the credit card for best results.
CVV Mismatch
This error will occur if you enter the incorrect CVV2 number. The CVV2 is the last 3-digits of the number near the signature line on the back of your Mastercard or VISA. It is the 4-digit number just up and to the right of your credit card number on an American Express card (Amex).
Glossary
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