If you're trying to redeem a voucher and pay an additional amount for an upgrade, but your card details are being rejected, this article will help you identify the cause and resolve the issue.
What does this error mean?
The "Invalid Card Details" error occurs when our payment system is unable to verify the information entered for your payment card. This can prevent you from completing your voucher redemption or upgrade purchase.
Before you try again
Please check the following:
- Ensure your card is activated and available for online purchases.
- Confirm there are sufficient funds or available credit on the card.
- Verify that all card details have been entered correctly, including:
- Card number
- Expiry date
- Security code (CVV)
- Billing address
- Check that your card type is supported (for example, Visa or Mastercard).
- Make sure the name and billing details entered match those registered with your card provider.
Additional troubleshooting steps
If your card details appear correct but the payment is still failing, try the following:
- Clear your browser's cache and cookies, then try again.
- Use a different web browser or device.
- Disable any VPN or proxy services that may be affecting payment verification.
- Try an alternative payment method, if available.
- Contact your bank or card issuer to check whether there are any restrictions, security blocks, or declined transactions on your account.
Still having trouble?
If you've tried multiple cards and continue to receive the same error message, please make a note of:
- The exact error message displayed
- The card type being used
- The device and browser you're using
- The steps you've already taken to resolve the issue
Our Customer Service team may request this information to help investigate further.
If you're unable to complete your voucher redemption after following the steps above, please contact our Customer Service team for assistance. We'll be happy to help you complete your purchase and redeem your voucher successfully.