Why Was My Payment Declined, or Why Won't My Order Go Through?

Most failed payments happen because a billing detail (like your ZIP code or CVV) does not match the information your bank has on file.

If your order did not go through, we did not charge you. Any "pending" charge you see on your bank statement is just a temporary authorization hold placed by your bank, and it will drop off on its own.

Step 1: Check If Your Order Went Through

The easiest way to check if an order succeeded is to count your confirmation emails:

• 1 Email: Your order went through! Any extra pending line you see on your bank statement is just a temporary hold and will disappear.
• No Email: Your order failed (or you accidentally typed the wrong email address). You can try ordering again.

• 2 Emails: You accidentally placed two orders. Please open Live Chat immediately and type "Cancel my order" so we can stop the duplicate before it enters production.

Step 2: Fix the Payment and Try Again

If your order failed, try these steps before checking out again:

1. Verify your billing details: Ensure your billing ZIP code, card number, expiration date, and CVV match your physical card exactly.
2. Check your FSA/HSA balance: If you are using a Flexible Spending Account (FSA) or Health Savings Account (HSA) card, ensure you have sufficient funds and the card has not expired.
3. Use one card only: We can only accept one credit, debit, or FSA/HSA card per order.
4. Try another payment method: We accept Visa, Mastercard, Discover, Amex, PayPal, Apple Pay, Google Pay, Amazon Pay, Klarna, Affirm, and Afterpay.
5. Contact your bank: For your security and privacy, we cannot see the exact reason a payment is declined. If your details are correct, your bank may be blocking the transaction for fraud prevention.

Buy Now, Pay Later (Klarna, Affirm, Afterpay)

• The provider (Klarna, Affirm, or Afterpay) makes all approval and spending limit decisions. We cannot overturn their decision if you are declined.
• Afterpay: Currently available on desktop computers only.

How Long Does a Pending Bank Hold Last?

A pending hold is controlled entirely by your bank, not GlassesUSA.com. It will automatically drop off your statement based on your bank's timeline:

• Credit Cards: 3 to 7 business days.
• Debit Cards: Up to 10 business days.

After You Place Your Order

• Changing Payment Methods: Once an order is placed, you cannot switch the payment method. If you used the wrong card, contact us immediately so we can cancel the order, and you can simply place a new one.
• "Payment Needed" Status: If your account shows a status of "Payment Needed," please call us. For your security, we will never ask for your full credit card details in chat or email.

When to Contact Us

Contact us if a pending hold stays on your statement longer than 10 business days, or if your order shows a "Payment Needed" status.

• Phone: Call us at 1-844-244-1186, available every day from 7:00 AM to Midnight ET.