The deposit for a Gig Heaven booking is paid by card on a secure checkout page provided by Stripe, our payment processor. Occasionally a card payment doesn't go through - almost always for one of a handful of ordinary reasons. This article explains why payments fail, what to check, and how to try again. A failed attempt doesn't charge your card and doesn't affect your booking - you can simply retry.
Why card payments fail
The most common causes, roughly in order:
- Your bank's verification step failed. Most banks confirm online payments with 3D Secure - a code sent to your phone, an approval in your banking app, or questions about details like your security code or registered card address. If any of that goes wrong, the bank declines the payment even though the card is fine.
- A typo in the card details - card number, expiry date, security code, or a billing address that doesn't match the one your bank has for the card.
- The card has expired, or a replacement card was issued and the old details are saved in your browser.
- A card limit or insufficient funds - daily spending limits and online-payment limits both count.
- The bank blocked the payment - some banks are cautious about payments to companies abroad. Gig Heaven's payments are processed in the UK, so if you're outside the UK, your bank may want to confirm the payment is really you.
What to check before trying again
- Re-enter your card details carefully rather than relying on autofill, and make sure the billing address matches your card statement.
- Check the card is in date and hasn't been replaced.
- Check you haven't hit a spending limit and the funds are available.
- Keep your phone to hand for your bank's verification step, and approve it promptly.
Trying again
Nothing is charged when a payment is declined, so it's always safe to retry. You can usually correct the details and try again right on the payment page. If you've left it, go back to your booking in My Account and click Pay deposit now to start a fresh payment - the button stays available until the deposit has been paid (see how to pay the deposit).
If it's still declined, contact your bank - they can see exactly why the payment was refused and can confirm that payments to a UK-based company are allowed on your card. Then try once more.
If your card won't work at all
You don't have to pay by card - we can arrange other ways to pay the deposit, such as bank transfer. See alternative payment methods, or just get in touch and we'll sort it out with you.
Your card details are only ever entered on Stripe's secure page and never touch Gig Heaven's servers - see how your card details are kept safe.
If you have any trouble, please contact us.
