Why did my card payment fail?

            Below we explain some reasons why your card payment might fail on Quicket. Keep in mind that these are the reasons a card might fail if you're buying tickets to an event using Quicket's payment gateway Peach Payments. If you're buying tickets to an event where the organiser is using their own account with PayU or Stripe, it would be best to contact the event organiser or payment gateway directly to learn more about your payment.

            If you continue to experience problems paying by card, you can switch the payment method to Instant EFT or EFT / cash deposit if those options are still available for the event. 

            Transaction declined by the authorisation system

            In this case you would have seen an error message that said: 
            Transaction declined by the bank's 3D Secure authorisation system. You have not been charged. Please try again or change the payment method if the problem persists.

            This means that your bank or credit card provider has declined the payment during the 3D Secure verification process, but unfortunately they do not let us know why. It doesn't necessarily mean that you don't have enough funds in your account or that your card has been blocked, but it would be best to contact your bank to find out more.

            When contacting your bank, please be sure to tell them that your card was declined while trying to authorise a payment via 3D Secure, otherwise they may not be able to provide the best information to help with your purchase.

            User authentication failed

            In this case you would have seen an error message that said:
            Transaction declined: authentication failed. You have not been charged. Please try again or contact your bank if the problem persists. Alternatively, you can change the payment method.

            This could happen for a few reasons:
            1. The one time pin sent from your bank was entered incorrectly.
            2. You did not receive the OTP or authorisation message from your bank to approve the transaction.
            3. The OTP or authorisation message sent from your bank was not entered or approved within the required time frame.
            4. Your card is not enrolled in 3D Secure. 

            If you are not receiving the one-time pin or approval message to authorise the transaction, please contact your bank to let them know. You should receive this from your bank or credit card provider by SMS or email.

            If you think you may have just entered the OTP incorrectly or didn't enter it in time on the 3D Secure page, then we suggest just trying the payment again.

            If you've never used your card for an online purchase before, it's possible your card is not enrolled in 3D Secure, in which case you should contact your bank and ask them to please enroll your card. It's very quick and worthwhile to do so as all South African companies are now required to use 3D Secure for online payments.

            Invalid CCV

            In this case you would have seen an error message that said:
            Transaction declined: invalid CCV number. Please try again with correct CCV number. Alternatively, you can change the payment method. (VISA / Mastercard: CCV is last 3 digits on back of card. Amex: CCV is 4 digits above card number on front of card.)

            The CCV number is also sometimes referred to as the CVV number or the security code. For Visa and Mastercard, this is the last 3 digits on the back of your card. For American Express, this is the small 4 digit number above your card number on the front.

            If your payment fails because of this, you simply need to try the payment again and just be sure you're entering the correct number in the CCV field. 

            Wrong expiry date

            In this case you would have seen an error message that said:
            Transaction declined: wrong expiry date. Please try payment again with correct card expiry date (MM/YY). Alternatively, you can change the payment method.

            Your card expiry date is listed on the front of your card in the MM/YY format. Your card may be declined if you enter the wrong expiry date, but it will also be declined if the expiry date has already passed.

            If you have only entered the expiry date incorrectly, we suggest you just try the payment again. If it looks as though your card is expired, you unfortunately will not be able to use that card for payment. Instead, you can either switch the payment method or contact your bank to order a new card.


            Technical error in 3D Secure system

            In this case you would have seen a message that said:
            Transaction failed: technical error in 3D Secure system. Please try again and contact support@quicket.co.za if the problem persists. Alternatively, you can change the payment method. 

            It's important to note that 3D Secure is a separate system from Quicket and is ultimately controlled by your bank or credit card provider. If you see this message, we'd be happy to contact our payment gateway Peach Payments to see if they are aware of any issues with your bank's 3D Secure system, but to get the most up-to-date help in this situation, it'd be best to contact your bank directly.

            Other

            Your payment might also fail if:

            1. You do not have enough funds in your account.
            2. Your card has been blocked from making online purchases.
            3. You are using a card issued by a non-South African bank. If you're using an international card, you may need to contact your bank to let them know you are making a payment on a South African website. Otherwise, they may suspect fraud and decline the payment.
            4. You're experiencing network issues; 3D Secure especially can be quite finicky, and a poor internet connection may prevent the 3D Secure page from telling your bank to send you a one-time pin to approve the transaction, or even prevent the page from loading at all.
            5. You've hit 'back' in your browser or closed the Quicket tab or window before completing the payment. You should only assume your payment has been successful if you see the Quicket Order Success page.

            Keep in mind that getting an SMS from your bank stating that funds have been reserved does not necessarily mean your payment was successful. These are typically only meant to notify you that funds have been reserved off your account but not yet taken from your account. If you're unsure if your payment was successful, please email our Support Team on
            support@quicket.co.za and we can investigate for you, or you can call your bank to check if the funds have in fact left your account.


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