Problem with payment

tommy veerath

Hello, I’m experiencing a billing problem with Trello. My card (credit/debit) is being declined as soon as I enter the payment details. I contacted my bank and they have confirmed there are no restrictions or errors on their end. Kindly assist me in resolving this issue.

Is says the card is declined but i am able to make another international recurring payments from the same card, Kindly resolve the issue

G subramanyam

Hi @tommy veerath welcome to Atlassian community.

I'm sorry to hear you're running into this. It's particularly confusing when your bank says everything is fine, yet the transaction still won't go through. This usually happens because of how the payment gateway (Atlassian) communicates with your bank's security layers.

• Many cards in 2026 require a "handshake" (like an OTP or app approval) for recurring subscriptions. If that window doesn't pop up or the bank doesn't receive the data it expects, it auto-declines.
• If the billing address entered in Trello doesn't exactly match the address on your bank statement (including formatting), the payment may be rejected.
• Atlassian sometimes sends a $0 or $1 "ping" to verify the card; some banks block these as suspicious.

Steps

• Ask the bank's fraud department specifically: "Did you see a transaction attempt from Atlassian or Trello? If so, why was it declined?" They often see a "soft decline" that doesn't show up on standard customer service screens.
• Try an Incognito browser window.
• Ensure your Trello billing profile matches your card statement exactly.

 

Support:

 

• Open a Billing Ticket: Atlassian Billing Support

  • Select: "Billing, payments, and pricing" > "Problems with a payment or credit card."

• Trello Billing Documentation: Payment Issues