What to do when your payment card is declined

Question

What to do when your payment card is declined?

Answer

A payment card can be declined either when a new card is added or during a manual top-up or automatic payment.

If your card is declined, ensure: 

• The card is a Visa, Master or Amex card (Discover or any other cards are not supported)
• There are sufficient funds in your account
• Online transaction is enabled for your card
• International transaction is enabled (Comet Backup is based in New Zealand but bills in USD, some banks may treat this as an overseas charge)
• Any 3D Secure / one-time-password verification steps was completed
• Your bank has not blocked the charge as a suspicious transaction

If you've checked the above and the payment still fails, please submit a support ticket to Comet Customer Success team with the following details:

• A screenshot of the error message showing the:
  • Respond code
  • First six and last four digits of the card number 
  • Reference
  • Help text
• Date and time of the attempted transaction