How can we help?

Typically, there are three reasons why a payment would not be accepted: Insufficient Funds, Incorrect / Obsolete Information, and Bank Refusal.

INSUFFICIENT FUNDS

This error occurs when your credit or debit card does not have the sufficient balance needed to cover your invoice payment.

To resolve this decline code either

1. Check the balance of your card/account and make sure your balance will cover the entire invoice amount.
2. If you believe your balance does cover the invoice, contact your bank or financial institution directly to resolve the problem.

INCORRECT / OBSOLETE INFORMATION

This payment decline code occurs when either the information you provided (CVV, address, card number, etc.) does not match the details of the card you are attempting to pay with or the card is expired.

To resolve this decline code:

1. Check the payment details on your My Account page and make the necessary corrections.
2. Contact your bank directly for additional assistance and confirm that no new cards have been issued.
3. Try another payment method

BANK REFUSAL

This payment decline code occurs when your bank declined the payment.

To resolve this decline code:

1. Contact your bank for more details on the failed payment.
2. Try another payment method

Note: If your invoice is past due after 3 days, the account will be suspended. If your invoice is past due after 11 days, your account will be terminated. If your access to Shadow has been suspended, contact Shadow support to retry the charge or use the payment option provided.