What to do if my credit card is declined when adding funds?

There are a couple of reasons you could be unable to add funds due to a credit card issue.

If you have not received a new credit card:

It may be best to contact your bank to ensure that they will allow the charges to go through. As label purchases are considered a form of currency, there are strict regulations around labels purchases so the banks can be quite strict.

If you have received a new credit card:

You will need to update the information with your ShippingEasy for One Balance account. Find out how to update your billing information.

To test your account settings:
  1. Purchase $10 worth of funds. If you cannot purchase labels, take the next steps.
  2. Call you bank to confirm that there are no holds on your credit card.
  3. Call Stamps.com to confirm that there's nothing wrong with your account.

Reach out to Stamps.com Customer Support at 1-888-434-0055 Monday - Friday, 6am - 6pm Pacific Time.

Stamps.com will ask you to verify the details of your account. Learn how to find your Stamps.com postage account information.

Are you receiving the error message "CustomerActionRequired"?

If you have recently updated your Stamps.com postage account billing to use a new card, you may receive the "CustomerActionRequired" error.

This error happens if the old credit card was also removed as a payment option, and if you had previously enabled a setting called 'Postage Override' when first setting up your Stamps.com account. In this instance, Stamps.com is still trying to access the old payment method, which is no longer available.

To resolve the error, you will need to call Stamps.com to ask them to check and change the 'Postage Override' card. You can contact them at 866-634-4708.

If all of the above suggestions do not resolve the issue, we recommend contacting your bank to let them know that you are an online retailer looking to purchase postage and give them the specific error you are getting.


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