At Hostinger, we make sure that all your payments are reaching us safely. If your payment was unsuccessful, you may find the solution in the following article.

Error messages and what to do with them

Error message

What to do?

Insufficient funds

There are not enough funds on your payment method to complete the payment. Please check if you have enough funds for this transaction, you can try alternative payment methods if needed.

The customer canceled the payment.

The payment pop-up window has been closed, please try again.

If the window does not load, make sure to try a different browser and Internet connection. If that doesn't work, please contact the Customer Success team

Paypal payment method was not added

The PayPal pop-up window has been closed, please try again.

If the window does not load, make sure to try a different browser and Internet connection.

The desired installment is not available for that transaction.

There was an issue setting up the installments for your transaction.

The error message might appear if you are using a debit card (the installments are not available for them).

If you are not using a debit card, please try again, make sure to try a different browser and Internet connection.

If the issue persists, contact the Customer Success team

The 3DS authentication has been refused

The payment authorization has failed. There can be several reasons for it, try eliminating them first.

If this is not the first time you see this window, contact the Customer Success team

Declined - Do Not Honour

The payment has been rejected due to security concerns.

There can be several reasons for it, try eliminating them first.

If that doesn't work, please contact your bank for more information.

Rejected due to high risk

The payment has been rejected due to security concerns.

To proceed, please contact the Customer Success team and send your card number (first 6 and last 4 digits only)

Stripe blocked this payment as too risky

The payment has been rejected due to security concerns. Please contact the Customer Success team and provide a photo of the card (only the first 6 and last 4 digits should be visible. If CVC or expiry date are visible, these details should be covered as well).

Transaction not Permitted to Cardholder

The transaction cannot be completed due to a restriction by the issuing bank. Please try a different payment method or contact your bank for more details

Additional payment-related issues

Email Velocity - Declined

If you see this error, it usually means that you made too many unsuccessful attempts in a short period of time, and the bank temporarily blocked all the transactions. Kindly wait for 24 hours or try another card or payment method.

I was charged, but the invoice is still unpaid.

If the amount was charged from your original payment method, but the invoice status in the control panel is still unpaid, most likely the payment is still processing and needs more time to reach us.

Double charge

If you were charged twice, and think there was a mistake, access the Live Chat.

NOTE:

  • If you received any other error, just let contact the Customer Success team, and we will gladly help you 😊

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