If you receive an error message during the payment process, there could be many reasons for this. Your credit card company does not disclose the exact reason for failure to Cookiebot, so we are pretty much left guessing here as well.
We did however create a list of most common payment errors and solutions and hope these can help you out. In order to find out the exact reason why the credit card could not be added or the automatic withdrawal failed, we recommend you contact your bank or credit card issuer.
Typical errors that could be the reason why your payment is failing:
- Incorrect card number
- Card expired
- 3D is not enabled
- Insufficient funds
- Transaction not allowed
- Issues with our payment provider
1. Incorrect card number - Solution
Log in your Cookiebot manager and navigate to “My account” in order to check if your credit card details are correct.
2. Card expired - Solution
Try adding a different credit card or payment method. See also alternative payment methods.
3. 3D is not enabled - Solution
Please note that our payment provider only accepts credit cards that use 3D Secure. The 3D Secure solution is marketed under different names as well, for example Verified by Visa, Mastercard SecureCode, J/Secure and Dankort secured by Nets. 3D Secure is most often an extra step in the payment process where the cardholder enters a number/code that has been sent to his/her mobile phone during the payment process for extra verification. Make sure to confirm with the bank that the credit card is signed up for 3D Secure, otherwise it will not be accepted by our payment provider (even if you may be able to use it for purchasing other services with providers that don't require this level of security).
4. Insufficient funds - Solution
Make sure you have enough money in your account for the purchase. If your credit card limit was reached, this can be due to either a daily limit set on your credit card, a maximum allowed amount for a single charge or your card reached the maximum number of charges allowed in one period. Check the limits added to the credit card and contact your bank to increase the limit or try again when the card is ready to be charged.
5. Transaction not allowed - Solution
This message means the bank rejected the transaction. In this case, please contact your bank to see if there’s a problem with your account or credit card.
6. Issues with our payment provider - Solution
These technical issues are rather rare and never take longer than 24 hours, so it may pay off to wait this out and try again later.
Alternative payment options
We accept all major credit cards including Visa, Mastercard, Maestro, JCB, Discover and the Danish credit card, Dankort. If you have a different credit card, (with 3D Secure enabled and sufficient funds added) you may try and add that one instead.
A solution that works for many of our users in this situation is to add the credit card to a PayPal account and then add PayPal as payment information. That way you will still be charged on the same credit card. Paypal can also be set up so that it is linked directly to your bank account. Please see PayPal's own explanation on how to do this.
In case none of the online payment options work for you, it is possible for us to set up your Cookiebot account with invoicing via bank transfer. Please note that this can be done for yearly prepaid payments only. Also note, that we unfortunately do not offer any refunds for yearly prepaid accounts, if the account or domains are canceled mid payment term (see our Terms of Service, 5.3 ). This option should therefore only be considered if other payment options fail. Please contact Cookiebot support in order to get this set up for you.
Pro tip: Check your company and contact details while you are on your “My account” page. This information will be stated on your invoices and it is therefore recommended to check and keep these details up to date.