Why my credit card payment failed?
IMPORTANT: Please note that 3DS (3D Secure, SMS confirmation for payments) authorization is active for credit card payments. After placing an order, you'll be redirected to your bank's 3DS authorization page to confirm the payment. Ensure you have a stable WiFi connection or an active MTX package so the bank page can load successfully. If your card doesn't support 3DS/SMS confirmation, contact your bank for guidance on enabling this feature.
You can check more about 3DS in this article.
Although you always have access to your personal MTX account, even without an active package, please remember that a bank authorization page won't load if you don't have full internet access. This means you won't be able to successfully pass the 3DS authorization.
Therefore, we recommend checking the following:
Ensure Full Internet Access:
Make sure you have an active package on your MTX eSIM that covers the country you are in. Alternatively, ensure you have a reliable WiFi connection. Be aware that not all public WiFi networks offer full internet access and might block some traffic.
Note: If you don't have access to WiFi or your MTX balance is zero and you cannot complete the top-up process, please contact us in the support chat directly from the MTX app, and we will try to assist you.
Manage 3DS Authorization:
If your bank's 3DS authorization method involves receiving a confirmation SMS and you are abroad, ensure your main SIM card is active, with Voice Roaming turned ON, and capable of receiving that confirmation SMS. Many banks can also send you a push notification directly in their app, allowing you to confirm your transaction there.
Try Alternatives:
If an order constantly fails in the MTX app, you can try the web interface: MTX Web Interface if you are a new customer, or access your personal MTX account if you are an existing customer. And vice versa, if the transaction fails on the web, please try using the app instead.
Consider Alternative Payment Methods:
Besides credit card payment methods (Visa/Mastercard), we also accept PayPal (for sums greater than 20€), Google Pay, and Apple Pay. You can consider using one of these methods as an alternative.
If none of these solutions help, please contact our customer support:: by email at help@mtxc.eu, using the web form or directly from the MTX app.
Please provide the following information:
- Which payment method did you use?
- Did you initiate the transaction in the MTX app or from the web interface? If in the app, was it on iOS or Android?
- What is the issuer bank of your credit card?
- Did the 3DS authorization page load? Did you receive the confirmation SMS or push notification?
- What type of internet connection did you have active: private WiFi, public WiFi, or internet on the MTX SIM card?
You can check more about 3DS in this article.
Although you always have access to your personal MTX account, even without an active package, please remember that a bank authorization page won't load if you don't have full internet access. This means you won't be able to successfully pass the 3DS authorization.
Therefore, we recommend checking the following:
Ensure Full Internet Access:
Make sure you have an active package on your MTX eSIM that covers the country you are in. Alternatively, ensure you have a reliable WiFi connection. Be aware that not all public WiFi networks offer full internet access and might block some traffic.
Note: If you don't have access to WiFi or your MTX balance is zero and you cannot complete the top-up process, please contact us in the support chat directly from the MTX app, and we will try to assist you.
Manage 3DS Authorization:
If your bank's 3DS authorization method involves receiving a confirmation SMS and you are abroad, ensure your main SIM card is active, with Voice Roaming turned ON, and capable of receiving that confirmation SMS. Many banks can also send you a push notification directly in their app, allowing you to confirm your transaction there.
Try Alternatives:
If an order constantly fails in the MTX app, you can try the web interface: MTX Web Interface if you are a new customer, or access your personal MTX account if you are an existing customer. And vice versa, if the transaction fails on the web, please try using the app instead.
Consider Alternative Payment Methods:
Besides credit card payment methods (Visa/Mastercard), we also accept PayPal (for sums greater than 20€), Google Pay, and Apple Pay. You can consider using one of these methods as an alternative.
If none of these solutions help, please contact our customer support:: by email at help@mtxc.eu, using the web form or directly from the MTX app.
Please provide the following information:
- Which payment method did you use?
- Did you initiate the transaction in the MTX app or from the web interface? If in the app, was it on iOS or Android?
- What is the issuer bank of your credit card?
- Did the 3DS authorization page load? Did you receive the confirmation SMS or push notification?
- What type of internet connection did you have active: private WiFi, public WiFi, or internet on the MTX SIM card?
Updated on: 08/05/2024
Thank you!