My transaction via ZEN Payment Gateway was declined

Having a payment declined can be unexpected, especially when you’re ready to place an order. In most cases, there’s a simple reason behind it. Below you’ll find the most common causes and what you can do to move forward.

Check your payment method settings

Your bank or card issuer may limit certain types of transactions.

• Online or international payments may be blocked
  ZEN Payment Gateway processes online transactions in Lithuania. Make sure your bank allows online and international card payments so the transaction can go through.
• Your card must support 3D Secure
  To pay via ZEN Payment Gateway, your card needs to have 3D Secure enabled.
  3D Secure is an extra verification step for online card payments. This usually means confirming the payment with a code from your bank or in your bank’s app, to confirm it’s really you.

Make sure you have enough funds and limits

• Insufficient funds
  Check that the account you’re paying from has enough balance to cover the full amount.
• Transaction limits reached
  Your bank or card may have daily or per-transaction limits set. If a limit is exceeded, the payment will be declined. You can usually review or change these limits in your bank’s app or by contacting your bank.

Security-related declines

Sometimes a transaction is stopped by automated security checks. This is a standard measure to help protect you from fraud.

If this happens, wait 24 hours from your last attempt before trying again.
Repeated attempts within a short time may continue to be rejected.

If the transaction keeps getting declined

If your payment is rejected more than once, the fastest next step is usually to:

• Contact your bank to ask why the payment was declined
• Choose a different payment method at checkout
• Try completing the purchase using a different web browser (for example, Google Chrome or Firefox)

Contacting ZEN Support

If you’d like to contact ZEN Support about a transaction made via ZEN Payment Gateway, include the following details to help us review the case faster:

• Transaction ID from the ZEN.COM email or the order number from the store (preferably as text)
• Email address used for the transaction
• Screenshot from your bank showing the payment attempt, including the date and amount
• For cryptocurrency payments: Hash ID and destination wallet address

See also:

• How to pay using the ZEN Payment Gateway
• My purchase via ZEN Payment Gateway is taking longer than usual