Payment Troubleshooting Guide: Why Your Order Failed and How to Fix It

Payment Troubleshooting Guide: Why Your Order Failed and How to Fix It

We know the feeling: you’ve picked out your perfect PUJH e-bike, you’re ready to ride, but you hit a snag at checkout. Seeing a "Payment Failed" message is frustrating, but don't worry—it happens more often than you think, and it is usually an easy fix.

Since high-performance e-bikes are high-value items, banks and security systems are extra cautious. Below are the most common reasons for payment failures and exactly how to resolve them.

⚡ Quick Checklist: Try These First

Before calling your bank, double-check these common basics:

Billing Address Match: Does the billing address you entered match exactly what is on your credit card statement? (Pay attention to the Zip Code).
Sufficient Funds: Ensure your daily spending limit covers the total cost of the bike.
No VPN: Turn off any VPNs or proxies, as these can trigger fraud alerts.

Common Reasons for Declined Payments

1. Bank Security & Fraud Protection (Most Common)

The Issue: E-bikes are big-ticket items. If you don't usually make large online purchases, or if you are buying from a different region (PUJH transactions are processed globally), your bank’s automated system might flag the transaction as "suspicious" to protect you.

The Fix:

  • Check your phone for a text message or email from your bank asking to confirm the transaction. Reply "YES."
  • Call the number on the back of your card and authorize the payment to PUJH E-Bike.
  • Wait 5 minutes and try the transaction again.

2. Daily Spending Limits

The Issue: Even if you have enough money in your account, many banks have a daily cap on online spending (e.g., $1,000/day).

The Fix: You may need to call your bank to temporarily increase your daily limit or authorize this specific one-time purchase. Alternatively, try splitting the payment using Klarna.

3. "Do Not Honor" or Gateway Error Codes

If you see specific error codes, look for your code below for a quick solution:

Error Code 80010: Transaction Not Honored

This is a generic decline from your bank. It usually means they blocked the international transaction or deemed it "high risk."

✅ Solution: Call your bank to authorize the purchase.
Error Code 80090: 3D Secure Failed

This happens when the verification step (where they send you a code) fails or times out.

✅ Solution: Ensure your pop-up blocker is off and keep your phone nearby to receive the OTP code.
Error Code 20061: Duplicate Order

This happens if you click "Pay" multiple times or refresh the page while it’s loading.

✅ Solution: Wait 10 minutes before trying again to avoid double-charging. Check your email for confirmation.

Payment Methods We Accept

  • Credit/Debit Cards: Visa, Mastercard, American Express, Discover, JCB, Diners Club, Maestro, and Union Pay.
  • PayPal: Secure and fast.
    (Pro Tip: If your card is declined directly, try linking it to PayPal and paying that way. PayPal often has better success rates with international transactions.)
  • Buy Now, Pay Later (Klarna): Select Klarna at checkout to split your purchase into 4 interest-free payments.
    Note: We do not support PayPal Credit directly; please use Klarna for financing.

A Note on Currency & Exchange Rates

All transactions on pujhebike.com are settled in US Dollars (USD).

  • If you pay with a non-USD card, your bank handles the conversion.
  • Foreign Transaction Fees: Some banks charge a small international fee. This is charged by your bank, not PUJH, and is non-refundable.

Your Security is Our Priority

You can shop with confidence knowing:

  • 256-Bit SSL Encryption: We use industry-standard encryption to protect your data.
  • No Stored Card Data: We do not verify or store your full credit card number directly.

Still Need Help?

If you’ve called your bank and are still having trouble, we can help check the status manually.

📧 Email: support@pujhebike.com (Recommended)

📞 Phone: +86-19902291919

*Please note our office hours are 9:00 AM - 6:00 PM (GMT+8).
For US customers, this is typically evening/overnight. For the fastest response, please email us with a screenshot of the error.
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