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Frequently Asked Questions


Chooose a topic from our most common questions and their answers below.

Debit/Credit Card Issues
  Q.Why did my card fail?
 A.

There are two reasons why you might have trouble paying your invoice with your debit or credit card. The first, and easier to diagnose, reason is that you do not have sufficient funds available to cover the transaction. The second, and potentially most frustrating, reason is that the billing address which you enter into our website does not match the billing address on file with your bank.

When you attempt to authorize a payment through our website, it sends a request to a merchant gateway with the dollar amount and your billing information. The gateway sends billing data to your bank, requesting an Address Verification System (AVS) check. This is a fraud prevention measure.

Your bank performs the AVS check and either moves the money to authorize the funds or tells the gateway that the AVS check failed. This AVS check is done by your bank.

If you have trouble getting your card to "go through," confirm that the address on file with us matches the address to which your credit card statement is mailed. Some banks want the address to which the physical cards were mailed and not the address to which the statements are mailed.

Here is a common problem: Your cards were mailed to 123 Main Street, Anytown, MO 63301 but you have since moved and now live at 456 Washington Avenue, Othertown, IL 60601. Unless you update your records with your bank, you may need to use the Anytown address when submitting your billing data; the Othertown address may not work due to an AVS mismatch.

Post office box addresses can cause problems, too. Due to an incompatibility between merchant gateways and some banks, addresses like "PO Box 123" may not match, even when you enter them correctly into our system. If you are sure that your bank has a PO box address on file and your card is still being declined, try updating your address within our customer portal so that the number comes first. E.g., try "123 PO Box" instead of "PO Box 123".

We do understand how frustrating AVS mismatch problems can be and wish that there was anything that we could do to help. Unfortunately, the AVS system is completely out of our hands. The test is performed by your bank, not our software. We cannot override it, even if you telephone us and give us your credit card number on the phone.

If you cannot get your card to "go through," try a different card or a different payment method.

We apologize for this inconvenience and hope you understand that, to deter theft, we cannot accept a credit card or debit card if the AVS check fails.

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