If you or your client has an issue with a payment, don't worry. This guide outlines the most common reasons payments fail and shows you how to resolve them quickly.
Why do payments fail?
Common Reasons
Most payment issues are due to security measures from the cardholder's bank. Common reasons include:
- Bank Security Blocks: Banks may flag international transactions or unusually large payments as suspicious. Since TourRadar GmbH is based in Vienna, Austria, some banks may automatically block the payment for security.
- Incorrect Card Details: A simple typo in the card number, expiry date, or CVC code.
- Insufficient Funds: The account does not have enough funds to cover the transaction or may have a maximum daily transaction limit.
- Bank Authentication Required: Some banks now require a two-factor authentication (e.g., a code sent to a mobile app or via SMS) to approve online payments.
How to Resolve a Failed Payment: Step-by-Step
Step 1:
Ask the Cardholder to Contact Their Bank: This is the most effective way to resolve payment issues. Please ask the cardholder to call their bank to identify the reason for the decline (e.g., a transaction limit or security flag) and authorize the payment to TourRadar.
Step 2:
Try a Different Payment Method: If contacting the bank doesn’t help, consider using a different credit or debit card. This can often bypass the specific issue tied to the original card. You can use another of the client's cards or a company card if applicable.
A Note on Client Payments (Split Payments): If you have sent a payment link to your client and their payment fails, please advise them to contact their bank directly. The issue is often a security block on their end or a required authentication step within their banking app that they need to approve.
Step 3:
Reach Out to TourRadar Customer Support: If you continue to face challenges after trying the steps above, our Customer Support team is here to assist. You can contact us via live chat or phone for real-time help. Our team can work with our payment specialists to investigate the issue further.
Tips for a Seamless Booking Experience
- Be Proactive: Advise your client to contact their bank before making a large payment to pre-authorize the transaction with TourRadar.
- Keep Information Updated: Ensure all your client's payment and contact details are current to help make every transaction as smooth as possible.