Frequently asked questions

My credit card payment failed

Why payments fail

Failed payments typically happen when credit card information is entered incorrectly or the card is declined. Declines can happen for a variety of reasons other than the availability of funds.


  • Please check that you entered the card number, date and CVC correctly, that your card is still valid and that you have enough funds on it.

  • Our credit card payments use 3D Secure method which means your own bank should ask you for an additional password or code after you have entered your card details. Please see the next section about 3D Secure.

3D Secure

3D Secure is provided by your bank, not Fienta. It is an extra layer of security for online transactions, commonly referred to as "Verified by Visa" or "Mastercard SecureCode".

After you have entered your payment card details on Fienta, your bank will load another screen, usually as a popup window. Please enter the information requested and click "submit" to authenticate the payment. Please note that a password is not always requested and 3D Secure popup dialog implementations by banks may vary greatly.


  • If you do not know your password or you have not set up 3D Secure, you should follow the instructions on the popup. If you cannot see instructions or you have any questions please contact your bank, who should be able to help.

  • You may also need to contact your bank if you need to change how they verify your identity, for example by switching from a password to a code sent by SMS.

  • If the the 3D Secure step or popup did not appear, please set your browser or popup blocker to allow popups.

  • If you are using Internet Explorer 10, please attempt to pay using an alternative and more modern internet browser.

Charges on failed payments

In some cases, your card may be charged and then immediately refunded if your transaction is blocked. This will show as two line items on your credit card statement - a debit followed by a credit.