From e1abafb84e4b2964f4019639c4a3801740692f34 Mon Sep 17 00:00:00 2001 From: Sushma Bhandari Date: Fri, 11 Sep 2026 15:21:16 -0600 Subject: [PATCH 1/3] Enhance troubleshooting for declined card payments Added troubleshooting steps for declined card payments, including actions to take if the card is valid and additional information to provide to GitHub Support. --- .../how-tos/troubleshooting/declined-card.md | 16 ++++++++++++++++ 1 file changed, 16 insertions(+) diff --git a/content/billing/how-tos/troubleshooting/declined-card.md b/content/billing/how-tos/troubleshooting/declined-card.md index 8d372ab46e1b..94d0d17e28e8 100644 --- a/content/billing/how-tos/troubleshooting/declined-card.md +++ b/content/billing/how-tos/troubleshooting/declined-card.md @@ -49,3 +49,19 @@ If your card is still valid, you have no restrictions on it, or the restrictions * **The transaction ID number.** Your account's transaction ID appears on your receipts. * **The merchant name.** The merchant name is {% data variables.product.prodname_dotcom %}. * **The error message your bank sent with the declined charge.** You can find your bank's error message on the email we send you when a charge is declined. + + +## 3a. If you have already checked the card and the bank says the card is valid If the failed payment continues after you confirm the card is valid and the issuer is not blocking GitHub transactions, try the following: + +* Remove the saved payment method and add it again +* Retry the charge after re-saving the payment method +* Make sure the payment method is not prepaid +* If your card is issued in India, confirm whether your issuer requires an RBI-compliant recurring payment mandate or one-time payment flow +* If multiple cards have been declined, the issue may be an account-level payment restriction or processor-side rule rather than a card problem +* Then add: If you still cannot complete the payment after re-adding the payment method and confirming with your bank, contact GitHub Support and include: + +the date and time of the failed attempt +the amount +the last four digits of the card +the error message from GitHub or the card issuer +whether the payment method was re-added or replaced From bbcde01a2f51b2c479aecfa6c4f445a2f82d240f Mon Sep 17 00:00:00 2001 From: Sushma Bhandari Date: Fri, 11 Sep 2026 15:27:53 -0600 Subject: [PATCH 2/3] Enhance troubleshooting for declined card payments Added additional troubleshooting steps for declined card payments, including verifying billing details and re-adding payment methods. --- content/billing/how-tos/troubleshooting/declined-card.md | 2 ++ 1 file changed, 2 insertions(+) diff --git a/content/billing/how-tos/troubleshooting/declined-card.md b/content/billing/how-tos/troubleshooting/declined-card.md index 94d0d17e28e8..3b3cbd6ea70d 100644 --- a/content/billing/how-tos/troubleshooting/declined-card.md +++ b/content/billing/how-tos/troubleshooting/declined-card.md @@ -53,6 +53,8 @@ If your card is still valid, you have no restrictions on it, or the restrictions ## 3a. If you have already checked the card and the bank says the card is valid If the failed payment continues after you confirm the card is valid and the issuer is not blocking GitHub transactions, try the following: +* Verify the billing address, ZIP/postal code, and CVV exactly match the card issuer’s records. A mismatch can cause the payment to be declined even when the bank says the card is otherwise valid. +If the saved payment method was previously declined, remove and re-add the card so GitHub can re-create a fresh payment token. * Remove the saved payment method and add it again * Retry the charge after re-saving the payment method * Make sure the payment method is not prepaid From b3ed17adbc8532269e028675a0cbd29e8564aa92 Mon Sep 17 00:00:00 2001 From: Sushma Bhandari Date: Fri, 11 Sep 2026 15:30:44 -0600 Subject: [PATCH 3/3] Revise declined card troubleshooting instructions Updated troubleshooting steps for declined card payments. --- content/billing/how-tos/troubleshooting/declined-card.md | 1 - 1 file changed, 1 deletion(-) diff --git a/content/billing/how-tos/troubleshooting/declined-card.md b/content/billing/how-tos/troubleshooting/declined-card.md index 3b3cbd6ea70d..127ff064c4fb 100644 --- a/content/billing/how-tos/troubleshooting/declined-card.md +++ b/content/billing/how-tos/troubleshooting/declined-card.md @@ -56,7 +56,6 @@ If your card is still valid, you have no restrictions on it, or the restrictions * Verify the billing address, ZIP/postal code, and CVV exactly match the card issuer’s records. A mismatch can cause the payment to be declined even when the bank says the card is otherwise valid. If the saved payment method was previously declined, remove and re-add the card so GitHub can re-create a fresh payment token. * Remove the saved payment method and add it again -* Retry the charge after re-saving the payment method * Make sure the payment method is not prepaid * If your card is issued in India, confirm whether your issuer requires an RBI-compliant recurring payment mandate or one-time payment flow * If multiple cards have been declined, the issue may be an account-level payment restriction or processor-side rule rather than a card problem