Payment declined or stuck

A declined or stuck payment is usually a bank filter, not a problem with your card or your account. Here is why it happens and how to get the payment through, for both card and crypto.

Why a card gets declined

The most common reason is the bank. Some banks flag or block charges from adult-adjacent merchants as a fraud-prevention default, even when the descriptor is discreet. That decline comes from the bank's filter, not from anything wrong on our end. Other reasons are the usual ones: insufficient funds, an expired card, a wrong number or CVV, or a card not enabled for online or international purchases.

Fixes for a declined card

Try these in order:

1. Try the card again. Some declines are one-off and clear on a second attempt.
2. Check the details. Confirm the number, expiry, CVV, and billing info are exactly right.
3. Use a different card. If one bank is filtering adult charges, another may not.
4. Call your bank. You can ask them to approve charges from the merchant. The descriptor you saw at checkout is the one to reference.
5. Pay in crypto. This sidesteps the bank entirely. See paying with crypto.

Card payments go through Segpay, a long-established adult-industry processor, so the merchant side is set up correctly for this kind of billing.

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, reach support through the live chat widget at support.spicematch.ai or the contact page. Include the payment method, the amount, the date, and any error message. Do not send full card numbers in a support message. The processor and our team can find the charge from the date and amount.