You receive daily Card Payment Failure email notices when our automated billing system fails to process a charge to your credit card on file. As a last resort, automatic suspension occurs if an invoice remains unpaid for 5 or more days after its due date.
You can update your profile with a different card when a payment failure cannot be resolved with the same card.
Common reasons for payment failures
Please see below for possible causes of declined or rejected charges:
Blocks on international transactions
Even though we provide our US hosting service via our Dallas datacentre, and we charge in USD, our billing is processed via the United Kingdom. Your bank or card issuer may have a block to prevent automated International transactions, which they can lift upon request. Once resolved, you can process the invoice via your customer account.
Secure Customer Authentication (SCA/3DS) rules
Your bank or card issuer may have new SCA (or 3DS) rules that prevent the charge. This is especially likely if your bank is in the UK or EU. If you think secure authentication issues may be causing the problem, the best thing to do is to re-enter your credit card information. Doing so will re-authenticate the card to satisfy your bank’s requirements. Even if the card on file is not expired and has no other issues, it’s good to re-enter it if you think the problem may be SCA-related. Please open a billing support ticket once you’ve updated your card.
Card not present
You or your bank may restrict transactions without the physical card being present. If you believe this may be causing the issue, please phone your bank to let them know that you approve the charge attempts. Once they’ve confirmed that they’ll allow the charge, you can process the invoice via your customer account.
Mismatch of contact information
Our system uses your primary contact information when transmitting payment and charge details. If your bank or card issuer requires an exact match of contact information, you’ll want to ensure that your primary My Rochen details are updated accordingly. Once everything matches, you can process the invoice via your customer account.
High fraud alert
There are certain times when online spending is more frequent than others. This increases the chance of fraudulent credit card use, which, in turn, can heighten bank security measures. Your bank may simply take precautions to keep your account safe from fraud while unintentionally blocking legitimate charge requests (like your Rochen hosting fees). Once they’ve resolved this, you can process the invoice via your customer account.
Our system cannot process an invoice using expired card details. You can check and update your credit card information via your My Rochen account. Our system will automatically process the charge once it receives your newly saved card data.