Payment issues can arise from bank restrictions, incorrect card details, browser conflicts, or account-specific settings. This article also covers pending transactions, insufficient credit messages, and billing discrepancies.
General Troubleshooting Steps
1. Verify Card Details
Ensure your card information is accurate and up-to-date:
Card number
Expiration date
CVC/CVV
Billing address
Update any incorrect details in Billing → Manage Credit Cards within your ClickSend dashboard.
2. Address Bank Restrictions
Contact your card issuer to ensure:
The card is enabled for international/online transactions
There are no spending limits or security blocks
Authorization for ClickSend payments is approved
If necessary, ask your bank to temporarily lift restrictions and retry the payment.
3. Try a Different Browser or Incognito Mode
Browser issues such as cached data, cookies, or extensions can affect card registration. Switching to a different browser or using Incognito/Private mode can resolve these conflicts.
4. Confirm Card Compatibility
ClickSend supports:
Visa
Mastercard
American Express
JCB
If issues persist, try a different card or alternative payment method.
Account Holds and Suspensions
Why might my account be put on hold after a payment attempt?
Your account may be temporarily placed on hold if a recent credit card recharge is flagged as high risk by the bank. This can occur due to security measures implemented by the payment processor. Once the situation is reviewed and cleared, the hold can be lifted, and you can log back in.
Why was my account suspended after I topped up?
An account suspension after a top-up often occurs when the payment is flagged as high risk by the payment processor or bank. A common cause is mismatched details, such as when the cardholder name does not match the ClickSend account name. For example, using a partner’s card on an account under your own name can trigger this issue.
Understanding Common Payment Messages
Pending Transactions
It is normal for credit card payments to show as “Pending” on the Transactions page for up to 7 days while your bank processes them.
Credits are applied instantly to your ClickSend account
You can continue sending messages or using other services
No action is required; the status will automatically update to “Paid”
Insufficient Credit Messages
An “insufficient credit” message may appear when auto-recharge is disabled, often due to an unverified Toll-Free Number (TFN).
Auto-recharge will remain off until the TFN is verified
You can manually top up your account while using the saved payment method
Discrepancies in Charged Amounts
Differences between your ClickSend invoice and credit card statement can occur due to:
International transaction or currency conversion fees charged by your bank
Pre-authorization holds temporarily placed by banks to verify payment
Check your ClickSend Billing → Transactions section to confirm the exact amount billed.
Why did I receive a billing statement or see a charge after I believed my account was cancelled?
If you notice a billing statement or charge after cancelling your account, it typically reflects payment collected for existing charges. This can happen if there was an outstanding balance that was settled, generating an invoice or receipt notification. To confirm what the charge covers, review your invoices and transaction history in the ClickSend billing section.
Why was I charged on a suspended or closed account?
Charges may still occur on a suspended or closed account if toll-free numbers or other active services assigned to the account remain active. These services can trigger the account’s auto-recharge feature, resulting in a top-up charge.
If you cannot resolve payment issues:
Try an alternative payment method (another credit card or bank transfer)
Check external factors such as sufficient funds or temporary bank/system delays
Review your account balance and TFN verification status
Contact ClickSend Support through your account portal or submit a help ticket
Ensure that the cardholder name matches the name on your ClickSend account.
Regularly review your account for any active services, such as toll-free numbers, that may incur charges.
Check your billing section for detailed invoices and transaction history to understand any charges.