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This article explains why you might receive a "Refused" message from your payment provider and provides steps to resolve the issue.

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If your payment was refused, it indicates a problem with your selected payment method. Don't worry; this issue is usually easy to fix! Here's what you can do:

Contact Your Bank or Payment Provider: Your bank or payment provider can provide details about why the payment was declined. They can tell you if there are any blocks on your account or if there's a problem with your card.

Verify Card Details and Funds: Double-check that you've entered the correct card number, expiration date, and CVV. Ensure you have sufficient funds in your account to cover the purchase.

Try an Alternative Payment Method: If possible, try using a different credit or debit card or consider using PayPal.

1. Contact Your Bank or Payment Provider: Your bank or payment provider can provide details about why the payment was declined. They can tell you if there are any blocks on your account or if there's a problem with your card.
2. Verify Card Details and Funds: Double-check that you've entered the correct card number, expiration date, and CVV. Ensure you have sufficient funds in your account to cover the purchase.
3. Try an Alternative Payment Method: If possible, try using a different credit or debit card or consider using PayPal.

Here are some common reasons for payment refusals:

Insufficient balance: Make sure your account has enough funds to cover the purchase.

Card limit: Check if you've reached your credit card's spending limit.

Failed 3D verification: Ensure you complete the 3D Secure authentication process correctly.

Incorrect or incomplete billing address: Verify that the billing address you entered matches your card details.

International transactions: Confirm with your bank or card issuer if they support international transactions.

Security blocks: Your payment provider may temporarily block your card for security reasons. Contact them to resolve this.

Unsupported payment method: We accept most major credit cards (VISA, MasterCard, JCB) and PayPal. For a complete list of accepted payment methods, please visit <a href="https://support.gelato.com/en/articles/8996148">our payment information page</a>.

- Insufficient balance: Make sure your account has enough funds to cover the purchase.
- Card limit: Check if you've reached your credit card's spending limit.
- Failed 3D verification: Ensure you complete the 3D Secure authentication process correctly.
- Incorrect or incomplete billing address: Verify that the billing address you entered matches your card details.
- International transactions: Confirm with your bank or card issuer if they support international transactions.
- Security blocks: Your payment provider may temporarily block your card for security reasons. Contact them to resolve this.
- Unsupported payment method: We accept most major credit cards (VISA, MasterCard, JCB) and PayPal. For a complete list of accepted payment methods, please visit <a href="https://support.gelato.com/en/articles/8996148">our payment information page</a>.

If your payment was refused, you might notice a "pending" charge on your account. This is normal. The charge will typically disappear within 5 business days as your bank processes the reversal. If the charge persists after this period, please contact your bank or financial institution for assistance.  

Troubleshooting Payment Issues

Understanding Why a Payment Was Refused

Pending Charges and Reversals