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Failed Orders?

Failed Orders

There are many reasons why your credit card might be rejected. The most common reason is that you have failed to enter or have incorrectly entered your security ID number. If you are unsure where to find the security number on your credit card, please read our FAQs regarding security numbers, Security number on American Express credit cards and Security number on Visa and Mastercard credit cards.

Another reason why your credit card might be rejected is that you have entered your credit card billing information incorrectly. The credit card billing information must match exactly the address on the statement you receive from your bank or financial institution.

Other reasons include insufficient funds, or that your bank or financial instititution has rejected your credit card number. Also, please check to make sure that you have correctly entered your credit card number, credit card type (Visa, MasterCard, AmericanExpress, etc.) and expiration date. It is also possible that Kagi wasn't able to contact your bank or financial institution to complete the transaction.

If your credit card number has ever been used to make a fraudulent purchase at Kagi, that number will be blocked, and any purchases made with that number declined.

Please note that even when your order is declined, a transaction may appear on your credit card statement. When a customer initiates an online order with Kagi, Kagi asks your financial institution to authorize the funds necessary for your purchase. Your financial institution encumbers the funds until the transaction is fully completed and we have received the funds. When the transaction is not approved, your bank releases the funds and they become available to you once again. This process does not happen right away. In fact it can take 2 days to 2 weeks. The bank has to get notification from us that the charge was declined, then they process a credit to your account.

If you have checked all your credit card information thoroughly and feel that it is correct, you can contact us at help@kagi.com or at 1+ (510) 658-5244 Monday through Friday from 9 am until 4 pm PT, and one of our customer service representatives will be happy to investigate the matter for you.


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