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Why Was My Payment Method Declined?Updated 9 months ago

Experiencing a declined payment can be frustrating. However, at Relthera, our top priority is ensuring a secure transaction. If any security measure isn't met, the transaction may be declined. Here are the common causes and their solutions:

Billing Address Mismatch

  • Reason: The billing address entered doesn't match the address associated with your card.
  • Fix: Update the billing address to match what's on file with your card issuer.


Your Bank Declined Transaction

  • Reason: Your bank may have declined the transaction due to limits on online purchases or potential fraud suspicions.
  • Fix: Contact your bank or card issuer to ask about limits or verify the transaction and inform them that you authorize it. Alternatively, try a different card.


Unsupported Card Type

  • Reason: The card type you used (e.g., HSA, FSA) isn't accepted. Currently, Relthera doesn't support HSA/FSA payments.
  • Fix: Opt for an alternative card type or choose another payment method.


Insufficient Funds or Card Details Issue

  • Reason: (I) available balance is less than the purchase amount. (II) The card you're using has passed its expiry date. (III) The card number, expiration date, CVV, or name might have been entered incorrectly.
  • Fix: Ensure that you have enough funds; update your payment details with a valid card or use a different card; double-check and re-enter your card details carefully. Ensure that there are no spaces or dashes.


Technical Issue on Our End (very rare)

  • Reason: Rarely, there might be technical glitches on our website or with our payment gateway.
  • Fix: Wait for a few minutes and retry the transaction. If the problem persists, consider reaching out to our customer support.


We hope this guide will assist you in addressing any payment issues you might encounter. Should issues persist, please reach out to our support team. We're dedicated to ensuring a seamless shopping experience for you.

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