Skip to main content

Payment not going through

What to do if your payment is being declined or you're seeing an error at checkout when signing up, resubscribing, purchasing a product, or updating your payment method on output.com.

What you might see

  • "Your transaction was declined due to insufficient funds"

  • "Your transaction was declined. Please use a different card or contact your bank."

  • "Invalid card number"

  • "Invalid expiration date" / "Invalid month/year combination"

  • "Billing info address: Country is not a valid 2-letter ISO 3166 country code"

  • "Unable to complete your order"

  • Payment details field turning red

If you're not seeing a payment error message/indicator and the page is just not responding as it should, see Output website issues instead.

Why this happens

A declined payment can happen for several reasons:

  • Incorrect card details
    Card number, expiration date, or security code entered incorrectly

  • Insufficient funds
    Note that even for free trials, your card needs at least $1 available for a temporary verification charge

  • Unsupported payment method
    Prepaid cards are not accepted. See Payment methods Output accepts for supported methods for your currency

  • Bank or payment processor restrictions
    Your bank may be blocking the charge based on location or fraud rules

  • Restricted region
    We can't process payments originating from Russia or any of the countries listed on this page: Blocked countries due to US and EU sanctions. All payment processors and card issuers we work with have restricted transactions from Russian banks due to ongoing global conflicts

  • Previous chargeback
    If you've previously disputed an Output charge with your bank, your payment method may have been flagged by our payment processor. If you think this may be the case, submit a request and we can look into it

  • Something on our end
    If you've reattempted payment multiple times unsuccessfully, our payment processor may be temporarily blocking the transaction. Submitting a request lets us investigate

What to do

  1. Double-check your card number, expiration date (MM/YY), and security code are entered exactly as they appear on your card.

  2. Confirm your card has sufficient funds.

  3. Make sure you're not using a prepaid card.

  4. Try a different payment method. If you're using a card, try PayPal. If you're using PayPal, try a card.

  5. Contact your bank to confirm there are no holds, limits, or blocks on the charge.

Otherwise, submit a request and we'll look into it for you.
​

Get transaction support

(Check the bottom right of the page and follow the prompts)

Related Articles
Did this answer your question?