---
title: "Why did my company balance top-up fail in My hub?"
description: "Learn why a company balance top-up can fail in My hub and how to fix it."
url: https://help.light.onde.app/en/articles/40-why-did-my-company-balance-top-up-fail-in-my-hub
collection: "My hub"
updated: 2026-11-01
language: en
alternates: [es]
---

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

Learn why a company balance top-up can fail in My hub and how to fix it.

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.

#### 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 exceeded.
    
5.  Your bank doesn’t allow international transactions.
    
6.  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.

#### 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.

⚠ 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.

#### Important Note About Frozen Card Balances

Sometimes banks or online stores don’t charge your card immediately. They process payments in two steps:

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

Before any top-up, make sure your card has no frozen balance, because that money can’t be used twice.

#### Additional Tip for Debit Card Users

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.

#### Still Having Issues?

If the problem persists after checking the points above, contact [**support@onde.app**](mailto:support@onde.app) 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:**

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.