Paid ShortURL plans are subscriptions, paid on Paddle's secure checkout: Paddle.com, our online reseller, is the Merchant of Record for all our orders and charges your credit or debit card. Many banks protect online card payments with an extra check. This page explains what that check is and what to do if a payment does not go through.
Why you may be asked for a code
When you pay, your bank may ask you to confirm the payment with a one-time code (OTP) sent to you by text message or email, or with an approval in its app. This is 3D Secure (also called Visa Secure, Mastercard Identity Check or American Express SafeKey). It is run by your bank, not by ShortURL or Paddle: we never see the code, and it appears in a window inside Paddle's checkout.
The check usually happens on the first payment of a subscription. Later renewals are normally charged without a code, but some banks ask again.
If your payment is declined
- Allow online and recurring payments on your card. In your bank's app or online banking, check that online payments are turned on for the card, and that recurring (subscription) payments are allowed.
- Turn on 3D Secure for your card. Some cards must be enrolled before they can approve a payment with a code. You can usually do this in your bank's app, or by calling the number on the back of your card.
- Try again. Go back to the payment page and pay again on Paddle's checkout. If your bank asks for a code, enter it in the window that opens before it expires.
- Use another card. If it still fails, use a credit or debit card that supports recurring online payments, or another payment method Paddle's checkout offers. Some prepaid and virtual cards do not support recurring payments.
A declined payment is not charged. If a failed attempt shows as pending with your bank, the bank releases it, usually within a few days. A successful charge appears on your statement from Paddle, not from ShortURL.
Still stuck?
Email support@shorturl.so with the email address you tried to pay with and, if you have it, the Paddle order id from Paddle's receipt email. We will help you complete the payment. See also our Cancellation & Refund Policy.