Top-ups via credit card are usually processed instantly, but sometimes a payment can fail due to bank restrictions, card settings, or browser issues.
This guide explains the most common reasons and how to resolve them.
Your payment may fail for one of the following reasons:
Insufficient funds on the card.
Incorrect password entered during the 3D Secure (3DS) check.
3DS pop-up window blocked by your browser.
Monthly limit for online payments exceeded.
Your bank doesn’t allow international transactions.
Anti-fraud rules imposed by the card-issuing bank.
✅ First step: Contact your bank to check whether any payment restrictions are active on your card.
“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.
⚠ Don’t retry the payment before the 15 minutes are up. Repeated attempts may temporarily block further payments and require contacting support to remove the block.
“The bank does not approve the transaction. Kindly contact the bank”
What it means: Your card-issuing bank declined the payment.
What to do: Contact your bank directly for more information.
Sometimes banks or online stores don’t charge your card immediately. They process payments in two steps:
Pre-authorization (freezing the amount)
Capture (the actual charge)
Before any top-up, make sure your card has no frozen balance, because that money can’t be used twice.
If you’re using a debit card, make sure your available balance fully covers the top-up amount. Debit cards usually don’t allow payments that would result in a negative balance.
If the problem persists after checking the points above, contact [email protected] and include:
The last 4 digits of the card used
The date and time of the failed top-up attempt
A screenshot of the error message with the browser console open
How to open the browser console:
Right-click anywhere on the page.
Select Inspect.
Open the Console tab.
Try the top-up again.
Take a clear screenshot of the error.
