Card payment failed at an overseas shop: what to check before ordering

Check the order and card activity before retrying

Note the time and error message, then check three places:

• The shop’s order history: order numbers, status and quantity.
• Your email: order acknowledgements, payment results or cancellation messages.
• Your issuer’s app or statement: the amount and status of the attempted payment.

If an order or card entry appears, ask the seller whether the order exists and payment was accepted before retrying. If several order numbers were created, list them and ask which order should remain and how duplicates will be handled. Ask your issuer to explain any card status you do not understand.

Review authentication, addresses and the shop’s accepted methods

• Authentication: follow the on-screen instructions if additional checks are requested. If a code does not arrive, check the registered contact details and your issuer’s settings and instructions.
• Card details: compare the name, expiry and other entries with the current card.
• Billing and delivery: check the separate fields against the address registered with your issuer and the address where you will receive the goods.
• Shop conditions: check accepted card brands, issuing and delivery countries, and payment methods.
• Card status: check available spending capacity, restriction notices and online or overseas settings with your issuer.

Authentication methods depend on the issuer. Visa, for example, describes one-time codes and biometrics. If authentication stops, tell the issuer what appeared on screen.

Send the order questions to the seller and card questions to the issuer

Ask the seller whether an order exists, whether payment was accepted and which methods work for the item and destination. Add your details to this message:

I attempted payment for [product URL and quantity] at [date/time] and received [error message]. Please confirm whether an order was created and payment accepted. If I need to retry, please explain how to avoid a duplicate order.

Do not include your card number, security code or authentication code in an email to the seller. Hide those details if you attach an error screenshot.

Ask your card issuer about a decline, authentication and the card entry. Use the contact on the card or official app, with the seller name, time, amount and error message. For an unanswered seller email, see the follow-up guide.

Get help checking the seller’s purchase conditions

PORTLETTER can email the seller about payment methods and delivery conditions, discuss terms and prepare an estimate. The initial enquiry, basic research and estimate are free. Start with the product URL, necessary specifications, quantity and reply email.

Ask about this product’s purchase conditions View fees and transaction terms

Official guidance consulted

Official information checked on 29 October 2026. Follow the guidance for your card and the shop.

• JCB: card unavailable (Japanese)
• Visa: online authentication (Japanese)
• Mastercard: card declines and issuer enquiries (Japanese)