Payment issues can be frustrating. Here's how to diagnose and resolve common payment problems.

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Buyer Payment Issues

Card Declined

Symptoms:

• "Payment declined" error
• Transaction not completing
• Can't purchase leads

Common causes:

Cause	Solution
Insufficient funds	Add funds or use different card
Card expired	Update card with new expiry date
Bank blocked transaction	Contact bank to authorize
International transaction blocked	Enable international purchases with bank
Daily limit exceeded	Wait 24 hours or contact bank
Incorrect card details	Re-enter card information

Steps to fix:

1. Check card details

   • Verify number, expiry, CVC
   • Confirm billing address

2. Try again

   • Sometimes temporary bank holds
   • Wait a few minutes and retry

3. Contact your bank

   • Ask about blocked transactions
   • Request authorization for "Referr" or "Stripe"

4. Use different card

   • Add an alternative payment method
   • Try a different card type

Can't Add New Card

Symptoms:

• Card won't save
• Error during card entry
• Form not submitting

Solutions:

1. Check card eligibility

   • We accept Visa, Mastercard, Amex
   • Most debit cards work
   • Some prepaid cards may not

2. Browser issues

   • Clear browser cache
   • Try incognito mode
   • Try different browser

3. Security blocks

   • Disable ad blockers temporarily
   • Check popup blockers
   • Allow JavaScript

4. Card validation

   • Verify card is active
   • Check it's not expired
   • Ensure it allows online purchases

Payment Processing Slow

Symptoms:

• Stuck on "Processing"
• Transaction taking too long
• No confirmation received

Solutions:

1. Don't click again

   • May cause duplicate charges
   • Wait for timeout

2. Check your email

   • Confirmation may have arrived
   • Check spam folder

3. Check billing history

   • Transaction may have completed
   • Go to Settings → Billing

4. Contact support

   • If still stuck after 10 minutes
   • Don't retry until confirmed

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Seller Payout Issues

Payout Failed

Symptoms:

• Payout status shows "Failed"
• Money didn't arrive
• Error notification received

Common causes:

Cause	Solution
Bank account closed	Update bank details in Stripe
Incorrect account details	Verify and correct in Stripe
Bank rejected transfer	Contact bank for reason
Stripe verification issue	Complete required verification

Steps to fix:

1. Check Stripe details

   • Go to Settings → Billing → Manage Stripe
   • Verify bank account information
   • Look for any alerts

2. Update if needed

   • Correct any wrong details
   • Re-verify account

3. Request payout again

   • After fixing issues
   • May take standard processing time

4. Contact your bank

   • Ask if they rejected any transfers
   • Verify account can receive deposits

"Action Required" in Stripe

Symptoms:

• Stripe dashboard shows alerts
• Payouts are blocked
• Verification incomplete

Solutions:

1. Log into Stripe

   • Click "Manage Stripe Account"
   • Check for alerts

2. Complete requirements

   • Upload requested documents
   • Answer verification questions
   • Update any outdated info

3. Wait for verification

   • Usually 1-2 business days
   • You'll get email confirmation

Balance Not Updating

Symptoms:

• Lead was purchased but balance unchanged
• Earnings not showing
• Available balance incorrect

Solutions:

1. Wait a few minutes

   • System may need time to update
   • Refresh the page

2. Check Lead Sales

   • Verify the lead shows as "Purchased"
   • Confirm it's your lead

3. Understand pending

   • New earnings may be pending
   • Takes 1-3 days to become available

4. Contact support

   • If still wrong after 24 hours
   • Provide lead details

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General Issues

Unexpected Charges

What to check:

1. Review billing history

   • Check what charges are for
   • May be Auto-Pay purchases

2. Check Auto-Pay settings

   • May be purchasing leads automatically
   • Disable if not wanted

3. Verify it's from Referr

   • Statement shows "REFERR"
   • Contact support if unfamiliar

Can't Access Billing

Solutions:

1. Verify you're logged in

   • Sign out and back in
   • Clear browser cache

2. Try different browser

   • Some extensions cause issues
   • Try incognito mode

3. Check account status

   • Account may be suspended
   • Contact support

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Getting Help

Information to Provide

When contacting support about payment issues:

For declined payments:

• Last 4 digits of card
• Error message (exact wording)
• Date and time of attempt

For payout issues:

• Payout request date
• Amount requested
• Last 4 digits of bank account

For missing transactions:

• Transaction ID (if known)
• Date and amount
• What you expected to see

Response Times

• Payment issues: Priority response within 24 hours
• Urgent issues: Same business day
• Account access: Priority handling

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Preventing Future Issues

For Buyers

1. Keep cards updated

   • Check expiry dates
   • Update before they expire

2. Add backup card

   • Second payment method
   • Fallback if primary fails

3. Enable online purchases

   • Ensure bank allows online/international
   • Set up notifications for blocks

For Sellers

1. Keep Stripe current

   • Update ID if expired
   • Change bank details promptly

2. Check email from Stripe

   • They send verification requests
   • Respond quickly

3. Monitor your account

   • Regular balance checks
   • Address issues early

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Contact Support

Payment issues?

Include:

• Your account email
• Description of the problem
• Any error messages
• What you've already tried