**Typical issues are:**

• **Invalid CC Details** - Please make sure to enter the correct card number, expiration date and CVV code.

• **Expired credit card** - Please get a valid card from your provider, or use a different one.

• **Billing Address Details** - Make sure the Billing Address details and postal code details are correct.

• **Unsupported Credit Card Provider** - e.g. virtual credit cards can have restrictions applied to them that prevents from being used with our services. (supported Credit Card Providers: Visa, Mastercard, American Express, Discover, JCB, Diners Club, China UnionPay, debit cards)

  • **Debit Card + PIN requirement** - If their card requires a PIN to do payments it won’t work with our online service. Please use a different card then.

• **Geo Restrictions** - Our payment gateway is located in the US. If the card prohibits to be used there it could be a reason for it to be declined.

• **Active Decline by their Bank/Provider** - If none of the above applies it can still be that their bank/provider declines the usage of their card for our services. E.g. because their protection system recognized us as a threat, or a small test charge when adding a credit card failed, so did the validation. They would have to get in touch with their provider and have them allowlist us or try a different credit card.

**If you are a Tenant user who wants to adjust billing details in another Organisation:**

• If you are facing issues changing any billing settings, contact the account owner if your user account has sufficient permissions to do so. The minimum set of required permissions is: "Billing - View & Manage". More information on [tenant-managment](🔗) can be found here

If you need further assistance due to issues with your billing details, please create a ticket through your customer dashboard at <https://bitmovin.com/dashboard>