Failures happen due to rejection from the payment processor (not Teloa). This may happen for several reasons that are not displayed in our system

The possible situations, together with their solutions, may be as follows:

1. Scenario: The payment cannot be processed.

-Solution: We currently accept Discover, Visa, Mastercard and American Express both debit and credit cards.

2. Scenario: The payment details are incorrect.

-Solution: Try introducing your card details again and thoroughly verify these are correct.

3. Scenario: The payment details were correctly introduced, but the payment is still rejected.

-Solution: In these cases, the payment processor (an entity not related with Teloa) does not accept the card. Try another payment method you may have.

4. Situation: The payment details were correctly introduced, but the payment cannot be sent.

-Solution: In these cases, the entity that emits the card does not allow to make payment in other currencies. We recommend that you contact your bank/financial entity to solve this issue with them.

5. Situation: Insufficient credit.

​-Solution: Add more money to your account and retry the refill.

No matter what situation may have arisen, please try refilling in a couple hours following the rejection. Also, try refilling from a different web browser.

We hope this information helps you and that you can refill with us as soon as possible. Please, do not hesitate to contact us at [email protected] for further information you may need regarding other payment methods.