Payment issues & troubleshooting
Resolving common payment problems and transaction issues on Zwee marketplace.
In this article:
Quick Payment Fixes - Try These First:
• Check your card details are correct
• Ensure sufficient funds available
• Try a different payment method
• Clear browser cache and try again
• Contact your bank about restrictions
• Use incognito/private browsing mode
Credit card declined
Common decline reasons
Card Information Issues
- • Card declined or expired
- • Insufficient funds
- • Payment method not accepted
- • 3D Secure authentication failed
- • Billing address mismatch
- • Non-US payment method rejected
Account Issues
- • Insufficient funds
- • Credit limit exceeded
- • Account frozen or closed
- • International transaction blocked
Step-by-step troubleshooting
Verify card details
Double-check your card number, expiration date, CVV, and billing address exactly as they appear on your bank statement.
Check account balance
Ensure you have sufficient funds or available credit limit for the purchase amount plus any fees.
Contact your bank
Call the number on the back of your card to check for holds, restrictions, or security blocks on online purchases.
Try alternative payment
Use a different credit card, debit card, or payment method if available.
Bank Security Measures
Many banks automatically block online transactions that seem unusual. If you're making your first purchase or a large purchase, your bank may decline it as a security precaution.
Payment processing errors
Common error messages
"Payment could not be processed"
This general error can indicate various issues with your payment method or our payment processor.
- • Wait 5 minutes and try again
- • Clear your browser cache and cookies
- • Try a different browser or incognito mode
- • Use a different payment method
"Transaction timeout"
The payment took too long to process and was automatically cancelled.
- • Check your internet connection
- • Try again with a stable connection
- • Contact support if the issue persists
"Invalid payment method"
The payment information provided is incorrect or the card type is not supported.
- • Verify all card details are correct
- • Check that your card type is supported (Visa, Mastercard, American Express)
- • Try a different payment method
Stripe payment issues
Zwee uses Stripe for secure payment processing. If you're experiencing Stripe-specific errors:
Clear your browser's cache and cookies, then try again
Disable any ad blockers or privacy extensions temporarily
Try using a different browser or incognito/private mode
Ensure your browser supports modern security standards (TLS 1.2+)
Failed transactions
What happens when a payment fails
When a payment fails on Zwee:
- • No charge is made to your payment method
- • No tickets are purchased or reserved
- • You'll see an error message explaining what went wrong
- • You can try again immediately with the same or different payment method
Pending charges after failed payments
Sometimes you might see a pending charge on your account even after a failed payment:
This is normal and temporary
Your bank may show a temporary authorization hold for 1-3 business days. This will automatically disappear when your bank processes the failed transaction. No actual charge was made to your account.
Retrying failed payments
Before retrying:
Check these items:
- • Card details are correct
- • Sufficient funds/credit available
- • No bank holds or restrictions
- • Stable internet connection
Try these solutions:
- • Use a different payment method
- • Clear browser cache/cookies
- • Try incognito/private mode
- • Contact your bank if needed
Card verification problems
Address verification (AVS) issues
Address Verification Service checks that your billing address matches what your bank has on file.
Common AVS problems:
- • Address formatting differences (St. vs Street, Apt vs Apartment)
- • Recent address changes not updated with bank
- • PO Box addresses not matching bank records
- • International address formatting issues
Solutions:
- • Enter your address exactly as it appears on your bank statement
- • Use standard abbreviations (St, Ave, Blvd)
- • Contact your bank to verify your address on file
- • Try a different payment method if address verification continues to fail
CVV verification issues
The CVV (Card Verification Value) is the 3-4 digit security code on your card.
Where to find your CVV:
- • Visa/Mastercard: 3 digits on back of card
- • American Express: 4 digits on front of card
- • Discover: 3 digits on back of card
Common CVV issues:
- • Worn or faded numbers
- • Typing error (0 vs O)
- • Looking at wrong location
- • Card damage making numbers unclear
Refund and chargeback issues
Refund processing times
When a refund is approved, processing times vary by payment method:
Credit Cards:
- • 3-5 business days typically
- • May take up to 10 business days
- • Depends on your bank's processing
Debit Cards:
- • 1-3 business days typically
- • May take up to 7 business days
- • Faster than credit card refunds
Missing or delayed refunds
If your refund is taking longer than expected:
Check your refund status
Look for confirmation emails and check your account for refund notifications.
Contact your bank
Ask about pending refunds and processing times for your specific account.
Contact Zwee support
If it's been more than 10 business days, reach out to our payment support team.
Chargeback disputes
Before filing a chargeback with your bank: Contact Zwee support first. We can often resolve issues faster than the chargeback process.
Important note about chargebacks:
Filing a chargeback may result in account suspension while we investigate. We recommend working with our support team first to resolve any payment disputes.
Getting payment support
When to contact support
Contact us if:
- • Multiple payment attempts fail with different cards
- • You see unexpected charges
- • Refunds are delayed beyond normal timeframes
- • You need help with payment method issues
Have this information ready:
- • Your account email address
- • Transaction ID or reference number
- • Last 4 digits of the payment method used
- • Screenshots of any error messages
Online Support
Emergency Payment Issues
For urgent payment problems during listing draws or time-sensitive purchases:
Priority Support: Use our contact form and mark as "Urgent Payment Issue" for faster response.
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