Resolving OnZoom payment issues

Your bank or financial institution may have declined your charge for a number of reasons, and the majority of them can be resolved fairly easily with a bit of research.

The following topics are covered in this article:

  • Payment method declined
    • Contact your bank or card issuer
  • Price is higher than expected
  • I’m unable to type in my card details

Payment method declined

The following information needs to be checked to ensure it has been entered correctly:

  • Payment card number
  • Expiration date
  • Security code
  • Postal code

It is possible to retry your payment method if you entered all the information correctly.

Contact your bank or card issuer

It is recommended that you contact your bank or credit card company for more information if you are experiencing a general decline error when you try to pay with your card. In order for the transaction to go through, you will need to tell them the amount and when you attempted to charge so they will be able to approve it.

Price is higher than expected

This may be caused by a number of factors, including the fact that the charge was higher than you originally thought.

  • Fees: There are some countries where credit card companies may charge extra fees for transactions made across borders. Even though we charge in local currency, there is a possibility that some countries may change the currency to USD.
  • Foreign Exchange: Foreign exchange rates fluctuate every day depending on the strength of the dollar or the strength of the euro. When a customer requests a refund for a ticket which was sold in a foreign currency, the amount he or she receives may be higher or lower than the amount they were originally charged for the ticket.
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I’m unable to type in my card details

You may find it useful to try the following recommendations before attempting to submit your information again so that the required fields do not remain blank while you type in your details when you attempt to update your card on file.

  • Clear the cache of your browser: Clearing the cache helps to free up space in the browser as it removes temporary files.
  • Incognito or private windows typically do not store cookies or cached files that can cause a delay in the loading of a page if you open them in this mode.
  • Ensure that none of your extensions are enabled: In order to perform certain tasks, you may need to temporarily disable each extension you have on your browser, so that you can perform those tasks.