Transaction declined... except not.


Customer Service


Hello! I was trying to buy the new Character Operations Manual that had just come out for pdf for 9.99, but when it got to number 3, to conform payment, when I completed it it didn't seem to go through. Looking back, it seems like it said my transaction was declined and that I had nothing in my order history.

HOWEVER, looking at my bank for my debit card, I actually saw I had about six purchases just from this (and I also tried using my credit card too, so I may have some purchases from that too). Is anyone able to cancel some of these transactions before they go through fully?

EDIT: Okay, I recently went to the FAQ on this site and saw the information about pending transactions even for failed purchases. Hopefully these payments will dissipate, but I will leave this up to explain if, for some reason, they don't.

Paizo Employee Customer Service Representative

Hello Axol,

I have put in authorization reversal requests for the pending transactions you are seeing, so that they will be released as quickly as possible. I see that you fixed the billing address issue that was causing this and got the order to go through. If you have any further questions or concerns, please let us know. Thank you!


I'm getting the same message and I've been using my billing address which I know is correct but I keep getting declined. The repeated transactions are appearing on my account as well. I just want to get the Character Operations Manual and my card has worked before. Its starting to get really frustrating as I know all of my information on my end matches what my bank says.

Paizo Employee Customer Service Representative

Hello IceKingNexion,

I am getting the Address Verification System failure for your orders as well, indicating that the billing address isn't the one we are receiving from the bank. This process is pretty particular and even if the addresses are mostly the same, but your bank has a portion abbreviated that is not abbreviated on Paizo or the other way around could make the address come back as not identical. I recommend double checking the exact address that your bank has, and making sure that your billing address matches it as exactly as possible.

In the meantime I have reversed all the authorizations and these funds should soon be released back to you. I can't see your bank's information to see why it isn't happy with the billing address, but if you need any help updating your billing information, please let us know. Thank you!

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