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If you tried to make a payment to us, and received a message Payment Failed, but you still see a charge on your account from us, it means that the banking system has put a temporary hold on the funds. The failed payment is a pending transaction that will never go through. The transactions may show up as pending transactions on your credit card or bank statement until our secure credit card system Ultimate Pay and your financial institution release the holds on the amounts.
Each time you make a payment attempt and the payment attempt fails or declines, a warning message from our site pops up saying you that there will be a temporary authorization on the funds. Here is the link to our warning.
The most common reason a payment attempt fails is due to a billing address issue. We do have purchasing limits with Ultimate Pay, so if you have purchased multiple upgrades, and you cannot purchase any more, you may have reached your limit for that month.
Most holds in the USA will drop off in about 15-20 business days, but sometimes it takes longer. Most holds outside of the USA will drop off in 5-10 business days. Holds in Australia or New Zealand can take 30 days or longer.
Usually this will occur if you are using a debit card. If you think you have pending transaction (also called a temporary pre-authorization), you can send us the following information so we can research it on our end:
1. First and last name used for the payments.
2. The date and time you attempted the transactions.
3. Email address you used when making the payment.
4. The Invoice numbers for the failed transactions. (if you have them)
5. The number of times the payment was attempted.
6. Your City, State/Region, and Zip/Postal Code
Once we have the above information, we can research the issue further. Once we let you know what happened, you can attempt to make another payment if you choose. If you still have an issue using Ultimate Pay, we suggest using a different payment method such as PayPal or you can email Ultimate Pay directly for more information. You can also call UltimatePay at 434-984-0007 or 1-877-703-6339.
Please note, we do not accept gift cards on our site.
Click here to send us an email about a failed payment issue.
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