When a Payment Fails

What to do if a payment on PlayerKit doesn't go through, or your bank shows more than one charge for something you only paid for once.

This is a PlayerKit question, not a club one. A failed or duplicated checkout is a technical issue with the payment itself — your club can't fix it, and you don't need to ask them. Reach out to PlayerKit support directly.

WHAT'S GOING ON

Common causes

  • Your card was declined. The reason usually shows right on screen — insufficient funds, an expired card, or your bank blocking the transaction. That message comes straight from your bank or card network, not from PlayerKit.
  • Your bank asked for an extra confirmation step (sometimes called 3D Secure, or a prompt in your banking app) and it wasn't completed in time. The payment doesn't go through until that step is finished.
  • A typo in the card number, expiry, or security code.

DOUBLE CHARGE?

Think you were charged twice?

Most of the time, what looks like a double charge is actually a temporary authorization hold from an attempt that didn't complete — your bank reserves the amount for a moment even though the payment itself failed or was retried. That hold isn't a real charge, and it releases on its own, usually within a few days (some banks can take longer, up to around 10 business days).

If it's still showing after that, or you're confident it's a genuine second charge rather than a hold, get in touch with support so it can be looked into.

GETTING HELP

What to send us

To trace a payment issue quickly, include:

  • The date and roughly what time you tried to pay.
  • What you were paying for (season fee, deposit, store order, etc.) and the amount.
  • The last 4 digits of the card, if you have them handy.
  • A screenshot of the charge(s) from your bank or card app, if you can grab one.

COMMON QUESTIONS

Troubleshooting

My card was declined, but I'm sure it's fine.

Check with your bank first — declines almost always originate on their end (fraud checks, spending limits, and similar). PlayerKit can't override a bank's decision, but your bank can usually tell you exactly why it happened.

Can my club help with this instead?

Not with this specific problem — a checkout failure or duplicate charge is a payment-processing issue, which is PlayerKit's to investigate, not your club's. (For a question about the amount of a charge itself, see Club Fees and Refunds instead — that one is your club's call.)

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Last updated: August 15, 2026

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