Payment Troubleshooting

This article explains common payment issues, why they occur, and the troubleshooting steps buyers can take before contacting support.

Unable to Add a Payment Method

The most common reason a payment method cannot be added is a billing address mismatch.

Our payment system is extremely sensitive to billing information formatting, and the billing address entered must match exactly what your financial institution has on file.

This includes:

• Spelling
• Capitalization
• Spacing
• Punctuation
• Abbreviations

Remove Special Characters

Certain special characters may not process correctly through our secure payment system.

Please remove special characters from both your billing and shipping address fields, including but not limited to:

• Apostrophes
• Hyphens
• Commas

Verify Address Information

Before retrying:

• Confirm the billing address with your financial institution
• Verify ZIP/postal code formatting
• Ensure the address matches exactly as listed with the card issuer

Updated Your Address Recently?

If you recently updated your account address and are using a previously saved card, you may need to:

1. Remove the saved payment method
2. Re-add the card to associate it with the updated address information

Card Declined or Payment Not Processing

Payments may fail for several reasons, including:

• Card issuer declines
• Billing address mismatch
• Bank fraud prevention measures
• Expired payment methods
• Verification failures

Direct Pay Verification

If using Direct Pay:

• Payment verification may take up to 5 business days depending on the financial institution
• Orders cannot process or ship until verification is completed

International Payment Issues

Some international financial institutions may not support the verification methods required by our payment processor.

If your international card cannot complete verification:

• You may need to use PayPal during checkout instead

Additional Troubleshooting Steps

If you continue experiencing payment issues:

• Try re-entering the payment method manually
• Attempt checkout using another browser or device
• Try an alternative payment method
• Contact your card issuer to verify authorization status

Contact Customer Service

If you are still unable to add or process a payment method, please contact Customer Service at:

[e-mail]

Please include:

• The date the payment was attempted
• The last 4 digits of the card or account used
• Any error messages received

Important Notes

• Billing information must match exactly with the financial institution on file.
• Special characters may cause payment methods to fail validation.
• Direct Pay verification timelines may vary depending on the bank.
• International payment verification processes may differ depending on the payment provider.

Related Articles:

• Accepted Payment Methods
• Payment Timelines and Unpaid Invoice Policy
• Checking Out and Paying for Completed Auctions
• Buyer Fees and Charges
• Bid Restrictions