Troubleshooting Payment Failures

If you're receiving an error message on the Prepzo checkout page and are unable to complete your purchase, this article explains how you can resolve payment failures.

• Encountering issues with one of our payment methods? Learn more about other payment methods you can try.
• Can’t find your exam after successfully paying for it? Please review these instructions on how to find your missing practice exam.

How to troubleshoot payment failures 

If you’re having trouble completing a purchase on Prepzo, please:

1. Double-check that you’re entering the correct details for your payment method and that your card is up-to-date (additional tips on how to do this are available below).

2. If you’re still receiving an error message that the payment could not be completed, please contact your bank. 

• Some of the most common reasons banks decline payments include insufficient funds, card purchase limitations, and card security policies. For example, some cards have usage limitations, and will automatically block payment attempts after a certain threshold has been reached. 

Please note that Prepzo is not able to remove any restrictions that your card’s issuing bank has enabled.

Important note regarding VPN use

If you're using a VPN while attempting to make a purchase, please note that multiple IP addresses can result in authorization problems and failed transactions. We advise that you refrain from using a virtual private network (VPN) while making a purchase on Prepzo.

Temporary authorization holds and pending purchases 

After attempting to make a purchase on Prepzo, you may notice a temporary authorization hold in your banking information or a pending purchase listed in your purchase history. 

• Learn more about temporary authorization holds and pending purchases, and when they should be removed.

Tips for checking your payment method’s information

Be sure to enter the first and last name of the card account holder, exactly as it appears on the card, and that you enter it in the Full Name field. For example, if the card account holder’s name reads John R. Doe, then John R. Doe must be entered, as shown below.

Make sure that the correct CVC code is being entered, as listed on the back of the card, and that the expiry date for the card is still valid. 

If your payment failure states it is due to a zip code or postal code error, please contact your bank to ensure they have the right one on file. If zip codes aren't applicable in your country, however, and you still see a zip code field, please try entering all zeros (00000).

Do not use a Rocketmail email address for your account. Payment attempts from the Prepzo account with Rocketmail addresses will not be accepted by our system. Please try changing your email address to a non-Rocketmail domain.

Clear your browser’s cache: if you’re seeing a notification your card number looks invalid or icons aren’t showing up, there may be a caching issue. Please clear your browser’s cache and try again. 

Questions about the price of an exam?

Learn more about how exams are priced.