Cardholder FAQ

There are several reasons for which the bank issuing the card may reject payment. The most common reasons are: not activating on the card settings online payments (sometimes described as MOTO/eCommerce) or too low limit for these payments. The exact cause of the decline and suggestions for solving the problem you can get from:

1. Automatic e'mail notification from Espago (if your Seller provide your e'mail address to Espago)

2. From your Seller (he get information about payment short time after payment).

3. From your Bank - bank decide does your payment will be executed or rejected, this is best place for getting information. You can contact your bank and ask them to explain the exact reason for the rejection (using the information about used card, transaction time and seller) and to change card properties and limits.

If you have funds in your account which is used by the card but payments are rejected with the code 51 "Lack of funds on the account" check limits for online payment / MOTO  on your account. By default in most banks limit is set to "0" - it means disabling internet payments.

The problem encountered in cards issued by the banks: ING Bank Ślaski (PL).

If you are using credit card, it is possible that you have reached credit limit of your card - this limit can be separate from your bank account state. In that case, you should pay off the card debt.

There is a group of the payment cards, which can be used to one time payments with SCA, but not working for recurring payments.

This problem occures due to the bank's internal security policies for these cards. This problem affects some MasterCard cards issued by Bank Pekao SA and Alior Bank. The bank rejects payments made without the CVV / CVC code for the security reasons, but at the same time prevents the card from being charged in the recurring payments.

If the card has appropriate limits set for internet / MOTO payment, but recurring payments are rejected [eg. with the rejection code 05, 14 or N7] it means that regardless of the card / account settings it is not possible to use this card to pay for the subscription, and the only solution to this problem is to use a different card.

First of all, please check or set in the bank (eg. through the bank's website) in the settings tab the daily limit for Internet payments - must be sufficiently high. Limit set to 0 PLN or too low amount will result in the rejections, both one-time payments and recurring.

Folders of cards issued by mBank, who will to pay using cards on the Internet must set appropriately 4 parameters for your card. In the web-panel of mBank, in section of the card settings there is available tab "authorization limit of debit card" (pol: Limity autoryzacyjne karty debetowej) and in this section:

• Amount limits (Daily and Monthly):

  • Transactions correspondence and telephone (pol: Transakcje korespondencyjne i telefoniczne)- it means recurring payments and subscriptions, MOTO (eg. a subscription for the service, monthly fee in the gym or fitness club, telephone order in some hotels, etc.).

  • Internet transactions (pol: Transakcje internetowe) - all one-time payments online (eg. Online store)

• The quantitative limits (Daily and Monthly):

  • Transactions correspondence and telephone

  • Internet transactions

Please check or set in the bank (eg. through the bank's website) the daily and monthly, amount and quantitative limits for "Internet transactions" and "transactions corespondence and telephone"  - they must be sufficiently high.

New card from bank need to be activated by making some operation authorized using PIN, for example payment in shop, withdrawal from an ATM. Without this activation, even after setting high limits for MOTO/ecommerce payments your payments will be rejected with information about bad PIN, unsuccessful PIN verifying, etc.

There may be an error with the application/website of the Seller. In this situation, it is best to contact him directly and describe the situation.

If you use an older device or computer system (eg Windows XP, Android smartphone older than 5 year), your browser may not be able to send card data using the secure and new HTTPS protocols. In this case, use a different browser or newer device. As of February 2018, Espago accepts only HTTPS connections with secure TLSv1.2 and TLSv1.1 protocols. List of systems that meet the gate's requirements:

• Windows 7 and later

• Android 4.4.4 and later

As Espago we realize all operations (payments, refunds) at the request of the Seller. In order to obtain a refund, please contact your Seller, and he will send us a request about refund.

When contacting Seller, provide him information that will be helpful for him to identify your payment. This may be your login or mail used in the store, your payment ID (in the form of pay_xxxxxxxxxxx) described in mail confirmation from Espago, or although the date and amount of the transaction.

In exceptional situations, if the contact with the Seller was not possible or did not bring the expected results, you can file a complaint with your bank regarding card payments (the so-called chargeback).

Your refund should appear in your account no later than 14 days after the seller initiates the return. Most often this is done within the first 2 days of return.

The return may take different forms depending on the date of its execution and from the bank:

1. An original payment (or lock of funds) will simply disappear from your account if the refund was made on the day of payment and the payment has been reversed.

2. A payout or negative payout will simply appear in your account if your refund was made at a later date.

3. The refund may appear in the history of the bank account or on the card transaction list.

Sometimes the cause for misunderstanding on refunds is that the customer does not notice the refund (for example, because it is a negative-amount payment, or a card transaction for a positive amount) or a waiting for a payment, while the original charge has been reversed and disappeared from the account.

If after 14 days you still can’t find refund on your bill, please contact your bank directly and ask for it. After refund was made in our system, money are send back to your bank in one day and refund time depends on your bank only.

First, make sure:

1. Check whether on your bank account do you see payment for your Seller or blocked amouts.

2. Check, if automatic email from Espago concerns information about successfull payment, not about rejection of payment.

3. Verify, do you lent someone your card (eg. a family member or firend) to pay for something on his account. Seller perhaps checked only payments on your account, he can't search for your payment using card data because he knows only last 4 digit of your card.

If in fact your card was charged and the Seller can not find it (or see as rejected, etc.) please pass to your Seller as much information about the payment as you can (email from Espago, payments details from your bank account, date and time, the last 4 digits of the card number, etc.), and the seller will find the payment in gateway Espago or will contact us to clarify the situation.