Here are some commonly asked questions and answers to help you with any pesky payment issues!

I’m getting the error: ‘Your card does not support this type of purchase’ when trying to checkout

Troubleshooting an "Your card does not support this type of purchase" error:

  • Is it a debit card? Some debit cards require a PIN to be entered. If you are is trying to use one of these cards, you will need to use another card to make the purchase.
  • Does it have cross-border restrictions? Some cards have restrictions on cross-border usage. If the card was issued in a country other than Australia (where we are located!), this could be the problem. If this is the case, please contact your bank to see if you have this restriction enabled on your credit card, and if so, if it can be removed.
  • Is it an HSA or FSA card? Some cards, such as corporate cards or FSA cards, can only be used for certain business categories such as travel or healthcare. If this is the case, you will need ut use another card to make your purchsae.

I’m getting the error: ‘authentication_required’, help!</4>

If an authenticated payment is declined with the decline code authentication_required, the you need to contact your card issuer for more information, or retry with a different form of payment.

What this decline code means

Since 2019, card issuers can provide an authentication_required decline code when declining an attempted payment. Typically, this means that a customer should retry the payment using 3D Secure authentication. The bank may request authentication to comply with regulation, such as Strong Customer Authentication in Europe, or to validate that the customer is legitimate.

However, card issuers occasionally provide an authentication_required decline code on a payment that has already gone through 3D Secure. This usually occurs on Mastercard branded cards where the card issuer has not yet updated their systems, and occurs because the indicators for the authentication_required code previously signaled a different decline code (withdrawal_count_limit_exceeded).