HelpBilling, payments and refundsWhat to check with your bank

What to check with your bank

turnda only learns that a payment failed. Why it failed is something only your bank can see.

Owner Where: Your bank or card company 2 min read
Ask your bank these questions first. Most refused payments are fixed in one phone call.

What it is

Your bank decides whether a card payment is accepted. This page is the list of things to ask it.

How to check it in turnda

  1. Open Billing and find the payment in Billing history. Its status tells you if it was paid, cancelled, refunded or disputed.
  2. Note the amount and the date. Your bank will ask for them.
  3. Look at your card statement for a line that starts with TURNDA.

A real example

Mei's Salon Mei's US$49 renewal is refused twice. Her card is valid and has money. She calls the bank and learns the card is blocked for payments in foreign currencies. The bank lifts the block, Mei updates the card on Billing, and she is back on Core the same day.

What happens in turnda

  1. 1A payment is refused
    turnda is told it failed, not why
  2. 2You ask your bank why
    Only the bank can see the reason
Where each question is answered.
Ask your bankWhy it matters
Is my card allowed to pay online? Some cards are blocked for online use until you switch it on.
Is it allowed to pay in US dollars? Our prices are in US dollars, so a card limited to your own currency may be refused.
Is there a daily or single-payment limit? A pack or a yearly payment may be above your limit.
Does my phone number work for the bank's confirmation? Your bank sends the code there. See Bank confirmation.
Is the card expired or replaced? A replaced card often has a new number or date.
Where is my refund? A refund usually reaches you 5 to 10 business days after we make it, depending on your bank.

What you need to do

  • Do not open a dispute with your bank before you press Ask about this charge. A dispute freezes things. See During a card dispute.
  • Once the bank has fixed the cause, update your card on Billing.

What turnda does not cover, and who does

Not covered by turndaWho covers it
Why a card was refused Your bank or card company.
Bank charges and currency conversion fees Your bank.
How long a refund takes to appear on your account Your bank. We send it at once.

Common questions

QuestionAnswer
Can turnda tell me why my card was refused? No. We are only told that it failed.
I do not recognise a charge. Who do I call first? Us. Press Ask about this charge on the invoice. We reply within the working days shown there.
Which line should I look for on my statement? One that starts with TURNDA. See Paying and invoices.