About Our Services

5.3 - Declined Transactions

IMPORTANT FIRST STEP - CALL YOUR CARD ISSUING BANK IF YOUR CARD KEEPS GETTING DECLINED:

The card issuing bank(s) treat credit/debit card transactions made in a Physical Store (card-swipe) differently than online on a website or mobile app (eCommerce).

Considering the ever-so-present risk of stolen cards and unauthorized use of cards, banks often decline or flag online transactions, especially if you're using an online service for the first time that does not match your prior shopping pattern. We recommend that if your card is being declined by your bank when making a transaction with TextBehind, you should call your bank and inform them that you are making a transaction with TextBehind yourself. This should allow your bank to approve all future transactions of this type.

TextBehind® accepts all major credit and debit cards such as MasterCard, VISA, Discover, and so on. However, please note that TextBehind® can neither APPROVE nor DECLINE your transactions. When you submit a transaction, our banking system sends this request directly to your bank. The approval decision is made by your card issuing bank and not ours.

My transaction was declined but my money seems to have been withdrawn?

Even when a transaction is declined by your bank, the amount of the transaction is still withheld by your bank for up to 2 business days before it is released back to your bank account automatically. This is a standard industry practice. TextBehind does not receive any money from your bank or card account unless and until the transaction is completely successful. 

How to enter card information properly to avoid common issues:

1. Please make sure that your card is valid and active.
    
2. Please check the accuracy of the card information you’re entering such as your full name on the card, card number, expiration date, and security code from the backside of the card.
    
3. Please make sure that you are entering the correct billing address for the card. This address may NOT be the same as your current mailing address. Call your card issuing bank to verify the billing address.
    
4. If your card is declined multiple times, please call your bank using the phone number provided at the back of your card and validate the information you’re entering. They will also be able to advise if your card is having any other issues such as usage limitations.

Only after proper verification by your bank, you should try to use that card with the TextBehind® system again.