I’m having issues with my bank card, why?


If you are having problems adding your bank or credit card to your Pact account, then there are a few things you could double-check:

Are you including the three-digit CVV from the back of your card? Or four digits for Amex?
Is your card expiry date formatted correctly? (It should be MM/YY).
Are you using a card other than Amex, Visa, or Mastercard? We’re afraid these cards are the only ones we accept.

If you’re a regular customer, but your payment declines, there might be a few reasons for this:

Your card details have changed.
We haven’t been able to charge you the full cost of the order.
Your bank has rejected the payment.

If your payment declines, we will attempt payment again twice a day until the payment succeeds - you'll get an email notification every 3 days if your payments continue to decline, but we'd suggest you call your bank to get to the bottom of the problem! If you've updated your card details or cleared up any issues with your bank, you can use the 'Ship ASAP' options to push forward your delivery and get a quicker caffeine fix.

If after 30 days we are still having issues processing your payments, we’ll cancel your account for you. Don’t worry, it’s easy to reactivate, simply log in to update your card details and get started again.

If you have any questions, feel free to contact our Customer Champions and they'll investigate for you.

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