If a payment on your account was charged back as fraudulent, our payment processor restricts payments on the account, and you will see this message when you try to make a payment: "Payments have been restricted in your account due to your recent transaction being charged back as fraudulent." This article explains why, and what we need from you to re-enable payments.
Why payments are restricted
When a chargeback is filed as fraudulent, our payment processor treats the account as high risk, so we restrict payments to protect you from another disputed charge. While payments are restricted, you cannot add or replace a card, buy or renew a subscription, or pay an invoice.
What we need to re-enable payments
Contact us and ask us to re-enable payments. We will ask you for a photo of your government-issued ID and an image of the credit card, and we check three things:
- The name on your ID matches the name on the credit card.
- The card is the card on your account, with the same last four digits.
- The card image is that same card.
Once those match, we re-enable payments on your account. If anything does not match, we will ask you about it before re-enabling payments. We ask for these images only after you have contacted us about payments on your account.
The chargeback fee
Our payment processor charges us a $20 fee for every chargeback. When we re-enable payments, we pass that fee on by adding it to your account as a pending charge, so it is collected with your next payment.
If you no longer have the card
If the card that was charged back is no longer on your account, contact us and we will review your account.
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