Payment declined or stuck

A card can be declined before CCBill submits a purchase or after the issuer reviews it. The exact checkout message and any billing reference are the reliable clues; SpiceMatch support should not guess the cause from the decline alone.

Why a card gets declined

CCBill may return a message for details that need correcting, an issuer decline, or a verification failure before a purchase is submitted. Follow the message that appears. If it includes a billing reference, keep that reference and use the CCBill support link in checkout; it lets the processor inspect the exact event without you sending card details through chat.

Fixes for a declined card

Use these steps in order:

1. Read the full checkout message and save any displayed billing reference.
2. Correct the card or billing details only when the message asks you to.
3. If a reference is shown, contact CCBill through the billing-support link in checkout before repeatedly trying the same card.
4. Choose another card or pay in crypto through ATLOS. See paying with crypto.

Card checkout uses CCBill and the descriptor shown at checkout. If a card is declined, crypto checkout through ATLOS remains available.

Crypto payment stuck

If you chose crypto and your account has not unlocked:

1. Check your wallet. Confirm the transaction actually sent and is confirming.
2. Give it a few minutes. Crypto confirmation usually takes a few minutes, sometimes longer when the network is busy.
3. Match the amount and address. Make sure you sent the right amount to the address ATLOS showed at checkout.

If the transaction confirmed on your side but your account did not unlock, contact support with the transaction reference. Crypto payments are final and cannot be reversed, so the fix is unlocking your account, not refunding the payment.

You were charged but nothing unlocked

If money left your account but you did not get what you paid for:

• For credits, check your balance first. The credits may have arrived even if you did not see a confirmation. See didn't get my credits.
• For a subscription, check the subscriptions area to see if the plan is active.
• If neither shows, contact support with the charge date, amount, and payment method.

A renewal charged after you cancelled

If you cancelled a subscription and a renewal hit anyway, that is a billing error worth fixing. Contact support with the date you cancelled and the charge date. See refunds and failed generations.

Getting help

For anything payment-related that the above does not solve, open the chat bubble on SpiceMatch or inside the app, or use the contact page. Include the payment method, amount, date, exact error, and any displayed billing reference. Do not send full card numbers in a support message.