This article provides support for those users who when looking to upgrade their membership, received a payment declined message, but continue to see a successful charge on their bank statement.
Why was my charge blocked?
Charges can be blocked for numerous different reasons depending on the current status of your payment method. However, in this case, it is likely that the card was declined due to the billing information being incorrect. Specifically, the street and zip/postal code of the billing address.
It is possible that even though the payment was declined by Alignable, the charge shows as successful on your bank statement. Not to worry, however. Unless you try to upgrade once again and are successful, our system will automatically process a refund for the charge made on your statement within 5 business days.
If you would like to confirm the exact reason why your card may have been declined, feel free to contact your community manager or our support team at firstname.lastname@example.org
How to mediate this issue:
- Sometimes small differences in your billing information in terms of how its recorded by your bank and how it is typed at checkout can result in the payment being blocked. I would suggest contacting your bank and confirming the exact billing address as to how they have it under their records. Once you confirmed the address, try to upgrade again. Don't worry, trying more than once will not charge your card twice, unless you are upgrading to a different plan the the one initially intended. In this case, the initial charge would be refunded within 5 business days.
- Another credit/debit card could be tried to process the charge. Give it a try here: https://www.alignable.com/biz/...
If you are still unable to upgrade, or have any further questions, reach out to your community manager at the link below: