There is a variety of reasons why a payment to StartMail may not succeed. Usually, the issue can be solved by your bank or card issuer. Below, you can find more details about the most common payment issues.
3D Secure (3DS, also known as MasterCard Identity Check, American Express SafeKey) provides an additional layer of authentication for online credit and debit card transactions.
If your bank or card issuer supports 3DS for your card, you will see a pop-up or be directed to the card issuer's website where you may be asked to provide additional information to confirm your identity, such as a password or a code sent to your mobile device, before the purchase can be completed.
But this additional security layer can cause problems. For example:
- only a landline number was given to the bank and therefore the security code could not be sent to the mobile phone for authentication.
- the bank requires you to use their own app for authentication, but the app has not been downloaded.
If you have any problems with 3DS please contact your bank or card issuer.
Country block by bank
StartMail is located in The Netherlands in Europe. Some banks on other continents might block oversea payments by default. This can also happen if your card works for other online purchases.
Please contact your bank or card issuer.
Payment issues on StartMail's side
In rare cases, there might be an issue from our side. After you have contacted the bank and they were not able to help you, please contact firstname.lastname@example.org, describing the issue and mentioning your StartMail address.