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Why does my online credit card payment fail?

Secure online credit card transactions are processed in real-time on behalf of the ISHS by the authorized merchant payment service provider Ingenico (previously Ogone) using the highest levels of security available on the market.

Sometimes online credit card transactions would fail — the reasons for such failure may simply be the use of a wrong card number or the card limit has been reached, etc. In other cases the reasons are less obvious and may relate to the ever increasing fraud prevention and/or other security measures implemented by credit card companies to protect the cardholder against card abuse.

It should be understood that ISHS has no control over such transaction refusal. Your credit card company would even not disclose to ISHS the exact reason for your transaction to fail.

This means that unfortunately ISHS cannot assist in solving the issue which is strictly a matter between the card issuing credit card company (who refused to authorize the transaction) and the credit card holder (who initiated the process to have the amount of the transaction charged to his/her credit card).

In case of a transaction failure, ISHS recommends to first try using an alternative credit card, or to give it another try with the same credit card again but at a later time. In most cases this would solve the issue.

Do carefully check the card details before confirming the transaction for processing. Also ensure your card is actually a credit card and not just a debit card. ISHS accepts all major credit cards.

Should the transaction continue to fail you might want to get in touch with your credit card company. Your credit card company will be able to check the transaction log for your credit card and help fix the problem. In some cases your credit card company would need to pre-authorize the transaction for you before you can process the transaction online in the ISHS web pages.

Note that ISHS also accepts online payments through PayPal. Alternatively you may want to try using PayPal instead as a means of online payment which is both flexible and easy to use.

In case none of the online payment options would work for you or your administration does not allow you to use your credit card for online payments there is still the alternative to arrange a regular ‘offline’ transfer of money into the ISHS bank account. Wire transfers payments however do create administrative overhead, they require additional time for processing, involve bank charges etc. and should therefore only be considered if other options fail (contact ISHS for details or to request an invoice).

A list of common reasons why payments fail:

Your credit card limit was reached (insufficient funds)
Check your credit limit. You might have reached your daily or total credit card limit on the day you tried to charge your card. If this is the case, ask your credit card company to increase your limit.
The charge exceeded the maximum amount allowed for a single charge
Check the maximum amount your card can be charged at a single time. If the declined charge is higher than this amount, ask your credit card company to increase the limit
Your card reached the maximum number of charges allowed in a period:
Check how many times your card can be charged in given time period. If you reached this amount, ask your bank to increase the limit, wait until your card can be charged again, or make a payment with a different payment method.
Your card doesn’t accept charges from an online source
Make sure your card allows online transactions. If it doesn’t, talk to your credit card company about allowing these charges. Or use another card
Your card doesn’t allow international transactions
If you’re making payments from abroad, make sure your card accepts international charges. If it doesn’t, ask your bank to change this or use another card.
Your card is not authorised for transactions of the classification type MO/TO
contact your financial institution to allow transactions of classification type MO/TO (which stands for mail order/telephone order)
Wrong expiration date
Review the expiration date on your credit card. If your card expired, use another card
Wrong credit card number
You should get an error message indicating the card number is not valid. If not, carefully check the card number when filling out the form.
Billing address
Make sure that the billing address you use for the transaction matches those that your credit card company has. Address matching is however not very likely to be the main cause of a transaction failure.

Why was my credit card rejected? What should I do?

If you have received a failed transaction notification, first please try placing your order again and make sure your card is authorized for international transactions and has 3D Secure enabled. If you are still unsuccessful, please double-check all possible errors below. Alternatively, you can try a different card or one of the other payment options.

Is your credit card expired?

Please make sure you have an active card. If your account is set up for auto-renewal, you can switch cards as demonstrated in the following guide.

If your auto-renewal did not go through, please contact us via Sales Support . Updating the card on file will not automatically charge a failed renewal.

Does your billing address listed at checkout match the billing address of the card you are using?

If your billing address needs to be changed, please contact us via Sales Support . Please verify that the billing address listed at checkout is an approved billing address on the credit card.

Are there sufficient funds available/is the purchase amount within your credit card limit?

The charge will not go through if there are insufficient funds or the credit card limit has been reached.

Is your card authorized for international transactions and/or does it have 3D Secure enabled?

You will need to contact your card issuer/bank (their number is usually on the back of the card) to ensure that your credit card is authorized for international transactions, as we process through a European card processor Adyen .

Due to European regulations, 3D Secure is required for card payments online. Some card issuers automatically block these transactions to prevent fraud, and purchases will be rejected when authentication isn’t executed.

What is 3D Secure?

3D Secure (3DS) is additional fraud protection for credit card purchases. It requires the customer to complete an additional step when purchasing. This step can be a redirect to the bank website requiring a passcode or code texted to a phone. This is similar to 2-factor authentication.

The cache/cookies in your browser, security configuration, and network issues with your computer may prevent your order page from redirecting to the bank/credit card website properly. To work around such issues, please try:

clearing cache/cookie on your browser
using Incognito mode of your browser
using a different browser or computer

Is your bank saying there are no pending transactions from JetBrains?

If your bank/card company says there is no activity, charges, or transactions from the card from any sources, this means Adyen/JetBrains is blocked before a charge attempt is submitted. This can be due to no 2-factor authentication or 3D Secure isn’t enabled. The bank will not see the charge on the network.

Please double check there are no transactions from Adyen or JetBrains.

Do you use AMEX and receive an error message?

AMEX card holders, please make sure you are using the front 4 numbers as the security code and not the numbers on the back of the card.

Are you temporarily located in another country, using a VPN, and receiving an error message?

For assistance with this, please reach out to us via Sales Support.

Were you redirected to a page asking for a code that was texted to a phone number?

If you are redirected to a page asking for a code that was texted to a phone number, please note this is on the bank side. Banks have their own authorization for potential fraud and they use the phone on file for this. Unfortunately, we are unable to resolve this issue for you.

clearing cache/cookie on your browser
using Incognito mode of your browser
using a different browser or computer

Alternative Purchasing Methods

You can also purchase JetBrains subscriptions:

Via purchase order.
Available for: A nnual commercial subscriptions.
Please contact our Sales Support for assistance. We can also issue a proforma invoice upon request.
Via a reseller in your country.
Available for: Commercial and personal annual subscriptions.
Note. Purchasing personal subscriptions via a reseller is not available for customers in the United States.

If you’re still having issues, please contact our Sales Support for assistance.

Regulatory Requirements

Your payment may fail or be rejected due to regulatory requirements.

JetBrains does not, directly or indirectly, conduct business with (and cannot accept payments from) persons or organizations individually targeted by sanctions or located in territories under comprehensive EU, U.N., and/or U.S. restrictive measures.

If this is applicable to you, we apologize but are not able to serve you at this time.

What does it mean if a payment is refused because 3d-secure: Authentication failed?

When this error message is displayed, it means that the shopper failed the authentication (probably input the wrong password/code).

In those cases, we can see in the Customer Area:

The Raw acquirer response is 3d-secure: Authentication failed
3D offered is Y — more information about the meaning can be found here .
3D authenticated is N — more information about the meaning can be found here .

This transaction was refused but for further transactions, you can recommend the shopper to verify the password or code they input to complete the authentication.

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Why was my credit card transaction declined?

Understanding Credit Card Transaction Declines

Credit card transactions can be declined due to various reasons. To ascertain the cause of a decline, it’s necessary to examine the transaction response from the Authorize.net payment gateway account.

How to Review Transaction Details

Log into the Merchant Interface.
Click Transaction Search from the main toolbar.
Enter the relevant search criteria to find the transaction.
Click Search at the bottom of the page.
Click the appropriate Transaction ID to review the transaction details.

On the Transaction Detail page, the transaction status Declined is displayed directly under the Transaction ID. A brief reason for the decline may be provided in parenthesis.

Common Decline Messages and Information

Here are some common decline messages and information about the decline types:

Declined (Card declined by issuer — contact card issuer to determine reason.)

This usually happens due to one of two reasons:

The customer’s credit card issuing bank did not approve the transaction. This could be due to insufficient funds, frozen account status, invalid credit card number or expiration date, etc. Regrettably, the card issuing bank does not provide additional details regarding the reason for the decline. The customer will need to contact the card issuing bank for more information. One way to recognize a bank decline is to look at the transaction’s Address Verification Service (AVS) status in the Authorization Information section of the Transaction Detail page. If it shows AVS Not Applicable (P), this generally means that no verification of the address information was initiated as the transaction was declined beforehand.
The transaction may have been declined by your processor based on transaction limits established by your Merchant Service Provider (MSP). Your MSP sets both per-transaction and monthly transaction amount limits for your transaction processing. If you have questions regarding your transaction limits, please contact your MSP. A phone number to your MSP should be on your most recent funding statement.
The transaction may have been declined due to the Gateway account and Merchant Account (set up by the MSP) not both being set up for the same types of transactions, e.g. Gateway is set up as a «Card Not Present» Account and the Merchant Account is set up as a «Card Present» account. In this case, you will need to reach out to your MSP to confirm the types of transactions you are set up to accept.

Declined (Contact card issuer to complete transaction.)

A referral to a voice authorization center was received. Please call the appropriate voice authorization number below for the card type being used:

American Express: (800) 528-2121
Visa/MasterCard: (800) 228-1122
Discover/Novus: (800) 347-1111
Diners Club: (800) 525-9040
JCB: (800) 522-9345

For international merchants (UK and AU):

Please contact your Merchant Service Provider (MSP)
If your MSP is WorldPay, please call 0845 7 600 530

Declined (Card reported lost or stolen — contact card issuer for resolution.)

The transaction status means that the credit card has been reported as lost or stolen. The credit card company is informing you, as the merchant, that this card should be taken from the customer and destroyed. We understand this is impossible if the transaction was made via the Internet. In any case, you may contact the customer to inform them of the card’s status, and seek another method of payment.

Declined (AVS Mismatch) or (Card Code Mismatch)

This means the transaction was declined due to the Address Verification Service (AVS) or Card Code Verification (CCV) results. AVS compares the billing address (numerical portions) provided in a transaction with the cardholder’s address on file at the credit card issuing bank. CCV compares the card code (a three- or four-digit security code that is printed on the credit card) provided in a transaction with the card code on file at the credit card issuing bank. When enabled, both services return a code to the payment gateway indicating the verification results. You can configure settings for AVS and CCV in the Merchant Interface to decline transactions based on those codes.

Declined (The transaction was declined as a result of triggering a Fraud Detection Suite filter.)

If the account has Fraud Detection Suite (FDS) or Advanced Fraud Detection Suite (AFDS) enabled, you can configure the payment gateway to decline transactions that trigger specific FDS filters. To determine if AFDS is the reason for the decline, you can review the Fraud Information section of the Transaction Detail page. The Fraud Filter field will display which filter was triggered.

Declined Reason Codes

Authorize.net may not provide specific reasons for a particular decline, but we do include some details on declines in our transaction responses, if available.

Here are some common decline reasons along with their associated Response Reason Codes:

2: General decline by card issuing bank or by Merchant Service Provider
3: Referral to card issuing bank for verbal approval
4: Card reported lost or stolen; pick up card if physically available
27: Address Verification Service (AVS) mismatch; declined by account settings
44: Card Code decline by payment processor
45: AVS and Card Code mismatch; declined by account settings
65: Card Code mismatch; declined by account settings
250: Fraud Detection Suite (FDS) blocked IP address
251: FDS filter triggered—filter set to decline
254: FDS held for review; transaction declined after manual review

For a more complete list and details, please visit our Developer Center Transaction Response Codes Lookup.