Your card keeps getting declined at checkout, but you know it works everywhere else. This is the most common support question we get, and the fix is usually simple.
What's Happening
Our payment processor (Shift4 Payments) uses AVS (Address Verification System) to verify your billing address. If the address you enter at checkout doesn't exactly match what your bank has on file, the transaction gets rejected.
Even small differences can cause a mismatch: a missing apartment number, "St" vs "Street," or a ZIP code with the wrong format.
The Error You're Seeing
Most customers see one of these messages:
- "Credit Card Error: Your Credit Card cannot be charged at this time."
- The payment field appears greyed out or unresponsive
How to Fix It
1. Check your billing address
Log into your bank's website or app and look up the billing address tied to your card. Enter it at checkout exactly as it appears there, including abbreviations, unit numbers, and ZIP code format.
2. Clear your browser and try again
Close the checkout page completely, clear your browser cache, then start a fresh checkout session. If the payment field was greyed out, this usually fixes it.
3. Try a different browser or device
Some browser extensions (especially ad blockers) can interfere with the payment form. Try Chrome, Safari, or your phone's browser.
4. Contact your bank
If the address matches and it's still not working, call the number on the back of your card. Ask if they're blocking the charge. We see this more often with international cards and some virtual card providers.
Pending Charges on Your Statement
If you tried multiple times, you may see several pending charges on your bank account. These are temporary authorization holds, not actual charges. No payment was captured on our end. Your bank will release these holds automatically, usually within 2–5 business days.
Still Not Working?
Contact us and we can set up an alternative payment method for your account, or process your order manually.