If a payment fails, an error message appears at the top of the checkout page explaining the issue. Most checkout problems come down to a small detail in the card information. Work through this checklist:
- Card type. Confirm the card is Visa, American Express, or Discover. Mastercard is not accepted.
- Expiration date. Make sure it is current and entered correctly. This is the most common cause of a decline.
- Security code. Confirm the CVV matches the card.
- Billing address. Checkout has two address fields: a shipping address and a billing address. The billing address must match the address on file for the card you are using, even if you are shipping somewhere else. Re-enter it exactly as it appears on your card statement.
- Auto-fill. Phones sometimes fill in an old card number or expiration date. Check each field by hand.
- Check with your card issuer. Some banks block or hold a new online purchase until you confirm it, usually by text, email, or in their app. Approve the transaction and try again.
- Try a different card. If one card is failing, another Visa, American Express, or Discover card will often go through.
- Try a desktop browser. If checkout keeps failing on your phone, switching to a desktop browser often clears it up.
Order stuck on "Please wait while your order is being processed"
Give it a moment and do not refresh or close the page. If the order went through, you will receive a confirmation email. If no confirmation arrives, refresh and try checkout again.
Discount codes
A valid discount code will not cause a card to be declined. If a code is not applying, check the spelling and that it has not expired.
If none of this works, open a support ticket or email support@protidehealth.com with the email address on your account, the card type you are using, and the error message shown at checkout, and we will get your order sorted out.
Still not going through? Open a support ticket with the email address on your account, the card type you are using, and the error message shown at checkout.