Why did my payment fail despite sufficient funds, and how can I resolve it?
Payment failures can occur for various reasons, even when sufficient funds are available. Here are some common causes and troubleshooting steps to help you resolve these issues.
Common Causes of Payment Failures
Bank Authorisation Issues: Your bank may block the transaction for security reasons, even if funds are available. This is often indicated by error messages like "transaction not allowed."
Browser or Device Issues: Problems with your browser, such as outdated cache or cookies, can interfere with the payment process.
Authorisation Requirements: During checkout, you may need to authorise the transaction with your bank. This authorisation appears as a £0.00 charge, which is a standard process to confirm future payments. (It's important to return to checkout to complete the transaction and confirm your order.)
Troubleshooting Steps
1. Address Browser or Device Issues at checkout
Clear your browser's cache and cookies.
Try using an incognito or private browsing window.
Switch to a different device or browser if the issue persists.
2. Resolve Bank Authorisation Problems
Contact your bank to check if they have blocked the transaction for security reasons.
Request your bank to lift the block or authorise payments to Marro.
Update or add a new payment method in your Marro account. (Re-adding an existing payment type will prompt a new authorisation with your bank and can get things working again).
3. Verify and Update Payment Information
Ensure your current card details are correctly added to your Marro account.
Retry the payment after confirming your details.
Will I still get my Marro Delivery?
New Customers: If you are having trouble with payment at checkout when setting up your Marro subscription, no order or account will be created until payment is made for your trial box.
Existing Marro Customers: We know how important your cat’s regular meals are, so if a payment fails, we will still send your delivery as planned on a goodwill basis while your account is temporarily suspended. We will automatically try to collect the missed payment from your card, and as soon as it clears, your account will reactivate, and your deliveries will continue as normal. You can also log in to your account at any time to update your payment details and resolve the balance right away.
Additional Support
If you’ve tried all the steps above and the issue persists, contact Marro Customer Love for help.