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My Payment Won't Go Through (Credit Card Errors)
July 24, 2023 9:32 PM
If you're trying to upgrade your MOTTIV membership to Premium, but you get an error like the one in the photo example to the left ("Your card does not support this type of purchase."), please try the following:
- Call Your Bank or Credit Card Provider: When the error message says your card doesn't support this type of purchase, that means the problem is with your card -- not with the app. Usually, it means your credit card provider or bank is blocking an online purchase as a means of fraud protection.
SOLUTION: Call your provider and ask them to allow charges from MOTTIV to go through.
- Do Not Use "Auto-Fill" to Enter Your Card Number: Auto-fill can sometimes add an extra space at the start or end of your credit card number, which can cause the system to see the card number as invalid.
SOLUTION: Try typing in your card number manually (along with the expiry and CVC), we find this often works for people.
- Try A Different Browser or Device: Sometimes the device you're using can be the reason your card isn't being entered properly.
SOLUTION: If you're on your phone, try using a laptop or desktop computer to complete your upgrade. (Just login via mymottiv.com, and sign in with your usual email address and password.)
If you're on a laptop or desktop, try using a different web browser. (EG: If you're using Chrome when you're getting the error, try Firefox, Safari, or Edge.)
After you have tried all three of these solutions, if it's still not working, you can contact the MOTTIV Help Center through the Bug Report form.
We require a screenshot of the error code you are getting, so please make sure to provide that. We won't be able to investigate your issue without it.
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