---
title: "Why did my company balance top-up fail in My hub?"
description: "Learn about top up fails and how to resolve them."
url: https://help.light.onde.app/en/articles/120-why-did-my-company-balance-top-up-fail-in-my-hub
collection: "Payments"
updated: 2026-10-30
language: en
alternates: [es]
---

# Why did my company balance top-up fail in My hub?

Learn about top up fails and how to resolve them.

Top-ups via credit card are usually processed instantly, but sometimes a payment may fail due to bank restrictions, card settings, or browser-related issues.  
  
This guide explains the most common reasons and how to resolve them.

## **Common reasons for failed top-ups**

Your payment may fail for one of the following reasons:

1.  Insufficient funds on the card.
    
2.  Incorrect password entered during the 3D Secure (3DS) check.
    
3.  3DS pop-up window blocked by your browser.
    
4.  Monthly limit for online payments has been exceeded.
    
5.  The bank does not allow international transactions.
    
6.  Anti-fraud rules imposed by the card-issuing bank.
    

Your first step: Contact your bank to check whether any payment restrictions are active on your card.

## **Common error messages**

**“Pop-up window is blocked. Please allow pop-ups in your browser”  
**What it means: Your browser is blocking the 3D Secure (3DS) verification window.  
What to do: Enable pop-ups in your browser settings and try the payment again.

**“The company already has an active invoice. Try again in 15 minutes”**

What it means: A previous failed top-up attempt created a pending invoice.  
What to do: Wait at least 15 minutes before trying again.  

⚠ Do not retry the payment multiple times before the 15-minute waiting period ends. This may temporarily block further payment attempts and require contacting support to remove the block.

**“The bank does not approve the transaction. Kindly contact the bank”**

What it means: The payment was declined by the card-issuing bank.  
What to do: Contact your bank directly for more information.

## **Important note about frozen card balances**

Sometimes banks or online stores don't charge money from your card immediately. They do it in two steps:

1.  Pre-authorization (freezing the amount)
    
2.  Capture (actual charge)
    

Before any top-up, make sure that your card hasn't got any frozen balance, because this money cannot be used twice.

## **Additional tip for debit card users**

If you are using a debit card, make sure your available balance fully covers the top-up amount. Debit cards usually do not allow payments that would result in a negative balance.

## **Still having issues?**

If the problem persists after checking the points above, please contact support@[onde.app](https://onde.app/) with the following:

-   Last 4 digits of the card used
    
-   Date and time of the failed top-up attempt
    
-   Screenshot of the error message with the browser console open
    

## **How to open the browser console**

1.  Right-click anywhere on the page
    
2.  Select **Inspect**
    
3.  Open the **Console** tab
    
4.  Try the top-up again
    
5.  Take a clear screenshot of the error