Why is there an error processing my payment?

  Info

This article is for subscriptions and rentals made via Viki.com only. For subscriptions/rentals made via the Viki iOS/Android apps (iTunes/Google Play) and Roku, please refer to the respective links here for more details.

A charge can be declined by the billing card's issuing bank at any time and can happen for various reasons. 

When a charge is submitted, the issuing bank looks at multiple signals, including spending habits, account balance, and card information such as expiration date and CVC, to determine whether or not to accept the charge.

Note: All transactions are processed by a third party and not by Viki.

When any of these signals fail validation, it's because the bank is relaying that the information does not match the one it has on file, or the card is blocked for international purchases.

Here are some examples of cases where a transaction might fail:

  • Some debit cards require a PIN to be entered (debit cards). If you're trying to use one of these cards, you'll need to use another card to make the purchase.
  • Some billing cards have restrictions on cross-border usage. If the card was issued in a country other than the USA, this might be the problem. In this case, please get in touch with your bank to see if they have this restriction.
  • The information you share on our website does not match the bank records. This can be caused by card numbers, the name printed on the credit card, CVC (security number), expiration date, address, country of origin, etc.
  • Your card or bank account has insufficient funds to complete the purchase. In this case, please ensure that you have the required funds before trying again.
Why can't I update my billing details when I'm on the trial subscription?

If you're currently on a trial period of your subscription, you will not be able to update your payment method.

To change your billing details before your first charge, you will have to cancel your trial subscription before the renewal date; and re-subscribe with the new billing details. Do note that in doing so, any unused time left in your trial period will be forfeited.

What do I do next?

Suppose the billing information you're adding to the website is the correct one, and you're still getting a decline or subscription/rental error. In that case, the best thing to do is to call your bank and confirm that the information they have on file is accurate or if the billing card has any restrictions for international purchases. Do also try an alternative card or payment method.  

For any further assistance after contacting your bank, you may reach out to our support team here.

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