Declined payment for PDF, but still charged?


Customer Service


Hello! I ordered a pathfinder society scenario for PDF download and my card came back declined twice, though it has still been charged both times. Was there a problem with my billing address or was there something else? Also, if you could cancel that second order, that would be great.

Customer Service Representative

Hello Nexlon,

Your card was declined due to failing the address verification system. Usually this happens when the billing address attached to your card does not match what the bank has on file.

You only have the one order, and you haven't been charged. What you are seeing are authorizations. Each time you attempted to submit the order the bank got pinged to make sure the card was valid. When this happens most banks will put a temporary hold on the funds, which can look like a pending transaction on your end. Because the card was declined we cannot finalize those authorizations. If not finalized authorizations will expire and the holds will be released. How long that takes is entirely up to your bank and not something we can control. I have issued authorization reversal requests, which should help the process along, but ultimately it will be up to them.


Ah. I'll check in with my bank, then. Thank you very much for the swift response and explanation!

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