Payment Failure Despite Updating Credit Card Details

Question

Hi,

I am writing to report a recurring issue with payment failure on my account. Despite updating the credit card details multiple times, the payment process continues to fail.

Could you please assist in identifying the cause and provide guidance on resolving this issue as soon as possible? If any specific details or screenshots from my side would help, I would be happy to provide them.

Shwetha Suvarna · Answer

Hi @Akshay Makwana ,Welcome to Community…Reviewing internally, I observe the following error for the payment failure for the Bitbucket Workspace: 
We couldn’t process your payment for Bitbucket since we need your help to complete 3-D Secure (3DS) authentication. 3DS is a mechanism that makes your online card transactions more secure.

Please retry making the payment and complete 3DS authentication. You may be asked to verify through an app, enter a confirmation code sent to your phone, or asked to authenticate in a different way.For further support, I would recommend you raise a request with the Atlassian Billing team at : https://www.atlassian.com/company/contact/purchasing-licensing#/

Best RegardsShwetha Suvarna

Anna “Poliatova” · Answer

Hi there,

If your payment is failing even after updating your credit card details, here are a few things you can check:

Double-check your card info – Make sure the number, expiry date, CVV, and billing address are all accurate and match what your bank has on file.

Try a different browser or device – Sometimes cached data or browser extensions can interfere with the payment process.

Ensure your card allows online/international payments – Some banks block certain transactions by default, so it's worth checking with them.

Check for any error messages – If there’s a specific error, sharing that could help identify the issue more quickly.

Try again after some time – Occasionally, temporary gateway issues can cause failures even when everything is entered correctly.

If everything looks fine on your end, I recommend contacting the platform's support team directly. They’ll be able to look into your account and help resolve the issue.

PgM Innovations Support Team · Answer

Hi @Akshay Makwana,

I faced a similar issue a few months back. I just changed the CC (from one bank to another) and ever since then, we have not faced the issue again. In my case, it was HDFC Bank that was failing constantly.

Hope this helps!

AJ