Payment declines can happen for several reasons, ranging from simple entry errors to security measures implemented by your bank. Use this guide to understand common failure reasons and what to do if a payment appears to have left your account.
Use this guide to:
Identify common reasons for payment failure.
Follow troubleshooting steps to resolve the issue.
Understand "pending" transactions on your bank statement.
Common reasons for declines
Most payment issues can be resolved by checking the following details:
Incorrect Details: Double-check that the card number, expiry date, and CVV (the three digits on the back) were entered correctly.
3D Secure Authentication: Many banks now require "Strong Customer Authentication" (SCA). Ensure you have completed any required prompts in your banking app or entered the SMS code sent to your phone.
Insufficient Funds: Ensure there are enough funds in the account to cover the total cost of the treatment.
Bank Security Filters: Some banks may automatically flag pharmacy transactions as "unusual activity" and block them for your protection.
Troubleshooting steps
If you are sure your details are correct but the payment still fails, try these steps:
Contact Your Bank: Call the number on the back of your card to ask why the transaction was declined. They can often "whitelist" MedExpress so your next attempt is successful.
Try a Different Card: If possible, attempt the transaction with a different debit or credit card.
Check for Browser Issues: Occasionally, browser extensions or "cookies" can interfere with the payment gateway. Try completing the order in an Incognito/Private window.
"Pending" transactions on your bank statement
If your payment was declined but you see a "pending" charge on your bank statement, please do not worry. This is known as a pre-authorisation.
What it means: This is not a completed payment; it is your bank "holding" the funds while waiting for the transaction to clear.
Release of funds: Since the transaction was declined, MedExpress will not collect these funds. Your bank will automatically release the hold and return the funds to your available balance, usually within 3–5 working days.
Manual Refunds: If the payment has actually been taken, the status remains "pending," and it has not been reversed after the standard timeframe, please contact us so we can refund the payment manually.
Key Takeaway
Most declines are due to security checks or incorrect data entry. If a "pending" charge does not disappear from your statement after 5 working days, reach out to our support team for a manual review.