Account Issue


Customer Service

Grand Lodge

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I've tried unsuccessfully to purchase a PDF over the past several weeks on my account. I have made purchases in the past and they've downloaded pretty soon after making the purchase. I've checked with my bank and they have my correct account information, and after talking to you all several weeks ago, you all had my correct information so I don't know what the issue could be? Suggestions?

Customer Service Representative

It looks like your card is still being declined because it is not passing the address verification check.

This means that there is something different between the billing address that is listed for your card on our site compared to what your bank has on file for you, so our card processor is declining it for security reasons. While your bank may be willing to open the transaction as a pending authorization, we will not be able to finalize any charges through that.

Before trying again, please double check that the billing address on your Paizo.com account exactly matches the billing address on file with your bank. Our credit card processor can be picky, so please double check things like capitalization of letters, abbreviations, zip code being first 5 digits vs full 9 digits, etc.

If you are having trouble updating it on your side of the system, feel free to send your address (exactly as your bank displays it) via email, and we can make the correct changes on our side of the system.

Thanks!
~Sharaya

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