I received the message Payment Failed, but I still see a charge!
If you need help with a failed payment for AdventureQuest, your answer is here!
PLEASE NOTE: WE DO NOT ACCEPT GIFT CARDS ON OUR SITE. PAYPAL CANNOT ACCEPT THEM BECAUSE THEY DO NOT HAVE IDENTIFIABLE BILLING INFORMATION, WHICH IS NECESSARY FOR SECURITY PURPOSES. PAYPAL CANNOT REQUEST TO RELEASE HOLDS FROM GIFT CARDS; YOU MUST WAIT FOR THEM TO AUTOMATICALLY DROP OFF.
Please do not panic, these are temporary authorizations, they will not post.
If you tried to make a payment to us, and received a message that the payment failed but you still see a charge on your account from us, it means that the banking system has put a temporary hold on the funds. The failed payment is a pending transaction that will never go through.
Most holds in the USA will drop off in about 15 to 20 business days, but sometimes it takes longer. Most holds outside of the USA will drop off in 5 to 10 business days. Holds in Australia or New Zealand can take 30 days or longer. PayPal cannot release holds from countries outside of the USA because other countries do not offer PayPal this service, and many times PayPal says that they are unable to get an English-speaking representative that can assist them.
Each time you make a payment attempt and the payment attempt fails or declines, a
warning message from our site pops up saying you that there will be a temporary
authorization on the funds. Here is the link to our warning.
The most common reasons that you will receive a payment failed message are:
1. You are using a Debit card rather than a typical Credit card.
2. Your billing address and/or zip code does not match what is on file with your financial institution.
3. Some P.O. Box address will not be accepted.
4. Your CVV code is incorrect
5. Your transaction was declined by your financial institution.
If you tried to pay multiple times, and received the message that the
payment failed multiple times, you may see multiple holds on your
funds. These charges are all pending, and should not go through. The transactions may show up as pending transactions on your credit card or bank statement until PayPal and your financial institution release the holds on the amounts.
To resolve this issue if you are outside of the USA:
If you are outside of the USA, you need to contact your financial institution directly and find out when the holds/pre-authorizations/pending charges can be removed. As soon as PayPal can find out any additional information to assist non-U.S. customers, they will let us know, and we will add this information to our help pages.
To resolve this issue if you are inside the USA, you need provide the following information to PayPal:
1. That you paid with PayPal Pro (the secure credit card system)
2. First and last name used for the payments
3. The date and time you attempted the transactions
4. email address you used
5. the number of times the payment was attempted
6. the PPP invoice numbers for the failed transactions (if you have them)
To contact PayPal, please visit their website at www.PayPal.com.
Or you can call 1-402-935-2050 (a U.S. telephone number)
Note: We do not fax any information regarding failed payments to anyone. This is because our company does not process payments. PayPal is the company that processes our payments. We are happy to email the limited amount of information we have regarding failed payments upon request.