Why can’t GMBill.com charge my card?

Argh! Sorry about that. 😖

GMBill.com partners with European Union merchant banks who are reliable, stable, robust and secure.

When GMB receives an instruction from you to bill your card, our merchant bank – called the Acquiring bank – contacts your bank (who issued your credit card) – called the Issuing bank – and asks for their permission to make the charge.

Your bank chooses to approve or deny our request. Typically they approve… but sometimes they don’t. Usually, they provide a reason for the decline (though it can be vague).

When you log in to GMB, we show failed transactions on the Transactions tab, along with the reason your bank provided to us. This page explains what those reasons mean, and suggests actions to take.

Known reasons for customer banks not letting us charge a credit card

“Issuer declined”

The “Issuer” is your bank. They declined our attempt to charge your card. It might work again tomorrow, but most likely, you’ll need to contact you bank to resolve this (see below).

Your bank may deny our request to charge your card if they perceive the risk to be too high. Every bank sets their own risk levels that are largely inscrutable.

Invalid expiry date

When your credit card expires, most Issuing banks make a new credit card with the same sixteen-digit card number, but a changed expiry date. If you got a new card and did not update the expiry date with us, you’ll need to let is know before we can charge your card.

Here’s how to update your card details with us. Only takes a moment. 😌

Not sufficient funds

All credit cards have a credit limit, the maximum amount of money your bank is willing to loan to you via this card. If you instruct us to charge your card and it’s over that limit (or, our transaction would put your card over that limit), a “Not sufficient funds” message is shown.

You’ll need to pay-down your credit card, then tell us to charge your card again (or, add a different credit card in GMB).

 

Considerations when contacting your bank to resolve an issue

If we report that your bank is simply not allowing us to charge your card (and no specific reason is provided) it’s worth contacting your credit card company by phone. They can make changes on their end to allow charges from us.

Use the phone number on the back of the credit card, and ask to allow charges from GMBill.com – they should be able to look at recent attempts to charge your card, and see the line items from GMBill.com they rejected. They will also be able to see the reason for rejection (usually, some sort of over-sensitive security protection).

Let the operator know the charge from GMBill.com is all good, and – if you wish – to allow charges from GMB in the future (or you might have to call them up again!).

Banks are unlikely to ask what the charge is for, but if they do, you might wish to say it’s simply for “digital goods”. 🤫

Typically, this involves short hold times (if at all), and just a few minutes of talking on the phone, so it’s worth a try!

Any changes they make will only apply from then on, so you need to attempt the transaction again.

Can’t get it to work? Let us know.

We want to help you enjoy what you’re trying to pay for, so let us know if you’re stuck. We’ll get back to you by the next business day (be sure to check your spam folder for our response).