Troubleshooting

Declines, holds, disputes, and finding out where your money is.

• I got a chargeback — what happens now?A chargeback is a customer's bank reversing a card payment and asking you to justify it. You have a deadline to respond with evidence — miss it and the case is lost by default.
• Why are my funds on hold?A hold is always tied to a specific, reviewable reason — a payment risk check, a compliance review, or a new bank account being verified. It's not an arbitrary freeze, and you can always find out where it stands.
• A payment says "failed" — what do the error codes mean?A failed payment is grouped by where it failed — validation, risk, compliance, the customer's bank, or capture. Here's what each group means and who can fix it.
• How do I respond to a dispute and what evidence helps?Open the dispute, read the reason the bank gave, and respond before the deadline with evidence the charge was valid — proof the customer authorised it and received what they paid for.
• Why was my payment declined by 3-D Secure?3-D Secure is the customer's bank asking them to confirm the payment — a code, a banking-app tap, or a fingerprint. If it's not completed, the payment is declined. The fix is to retry and finish the check.
• Why does my refund show "pending"?A refund is pending while it processes. Refunds are handled after the original payment settles, so a refund issued soon after payment waits briefly. After it succeeds, the bank still takes a few days to show it.