If your card payment was declined while renewing your plan or updating your default payment method - and you’re wondering why your account is now inactive, it may be due to one of several common issues.
Note: When a payment fails, your account will become inactive until the issue is resolved.
There are different reasons why your payment may fail when adding credit or buying a plan:
Geographical Limitations
Alohi is based in Geneva, Switzerland. Some banks or card providers block international transactions by default, especially if your card was issued in a different country.
What to do: Contact your bank to ensure international transactions are allowed on your card.
Unsupported Purchase Types
Your card may not support this type of purchase, and there are several reasons why you may receive this error:
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Debit cards require a PIN
Some debit cards require a PIN to be entered for the transaction to be approved. If this is the case, you will need to use another card to make the purchase. -
Cross-Border Restrictions
Some cards have restrictions on cross-border usage. If your card was issued in a country different from where our business is located, this could be the issue. We recommend contacting your bank to inquire if they have imposed such restrictions. -
Business Category Limitations
Certain cards, often corporate or FSA cards, are restricted to specific business categories like travel or healthcare. If you’re using such a card, it may not be accepted for purchases outside of those categories.
3DS Verification
Some banks require 3DS (3-D Secure) verification for online transactions as an added layer of security. If your card is declined and you haven’t been prompted for 3DS verification, it might be worth checking with your bank to see if this feature is enabled and required for the transaction.
Tip: Contact your bank to confirm whether 3DS is enabled and required on your card. As a workaround, we suggest using PayPal or another card that doesn’t have these limitations.