Payment error message at checkout

Last updated 2021-01-22 15:04:26 +0000

This Instant Answer will tell you what to do when you receive an error message whilst trying to purchase a subscription.


Symptoms

An error message is displayed after clicking on the blue ‘Pay Now’ button.

Cause

When purchasing a subscription, our payment platform will perform checks to validate the details that you have entered. If any details are incorrect or incompatible with the payment methods that we can accept, it will display an error message. An error will also be shown if the details are correct but the transaction is declined by your bank.

Resolution

Step 1. Ensure that the payment page is recognising your correct location and providing pricing information in the right currency, this can occur if you are using a VPN or Incognito/Private Browsing mode.

Step 2. View the resolutions for the payment errors below, each solution will differ depending on the error message displayed. Some errors may appear in more than one category. If the error you are seeing is not shown below, please skip to Step 3.

Check your details and try again: The below error codes mean that card details that have been entered are not valid. This could be some mistyped information, or that the card is expired or cancelled. 

  • 430285, 100
  • 430306, 100
  • 430330, 100
  • 430490, 100
  • 430357, 100
  • 430418, 100

Please check the information you have entered carefully to ensure it is correct. If you are still unable to complete your payment we would recommend contacting your bank to ensure the card is not blocked or cancelled. You may want to try an alternative payment method. 

Payment errors from your bank: The below error codes mean your bank has flagged a problem with the charge and has declined the payment. This could be for a number of reasons, there may be an insufficient balance or the card may not be authorised for: 
- online transactions 
- agreements with recurring agreements
- transactions in this currency 
- transactions outside of your own country

  • 430285, 100
  • 430360, 100
  • 430412, 100
  • 430396, 100

If you see any of the above errors you may want to try an alternative payment method. If you wish to continue to try with this card please contact your bank first to resolve the reason they are blocking the charge. Please advise them of the following:
- You are trying to purchase online from Sparkol
- This is a recurring subscription agreement
- The amount and currency of the charge 
- The country the charge originates from. For more information on the country you are being charged from please see this help page.

A problem with our website: The below error means that there is a mismatch between the ‘State’ that you have selected and the zip code that you have entered. 

  • Error, we are unable to find the pricing for your region

Please check your address details, matching the correct address information will rectify this issue. If you are still unable to purchase a subscription after following these steps, please move to Step 3.

Step 3. Pre-register your payment details within your account and try again.

You can add your preferred payment method to your account without being charged via https://www.videoscribe.co/en/Login/Profile/Add-Billing-Details. This will mean that when you next visit the checkout you will not be asked for your payment details, this pre-authorisation will resolve some payment errors.

Step 4. If you are still experiencing problems then please contact us and we’ll do all we can to help. 

Our sales team specialises in issues of this nature and can be contacted via sales@sparkol.com. You can also contact our technical support team via a support ticket. To help us resolve this for you quickly please include the following information in your communication: 
- Error code 
- Details of any steps you have taken from this page to try and resolve the problem
- The type and price of the plan you are looking to purchase.

Please note: DO NOT include your full card details in any email or ticket with us. For security, please only enter this on our websites secure payment pages.

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