Card Declined When Purchasing Postage | Troubleshoot

Postage is seen as a form of currency that puts some unique restrictions on it. If you receive a notice that your bank has declined a transaction involving purchasing postage, it could be related to the bank declining the charge. Other times, it could be due to incorrect information in your One Balance account.

To determine if the issue is with your One Balance account, first log into your One Balance account:

Is your Payment Method saved in One Balance correct?

Updating your billing information on the SUBSCRIPTION & BILLING page is not the same as updating it in One Balance.

Locate your One Balance billing information by logging into your One Balance account per the instructions above.

Once you are logged into One Balance, go to Manage Account >> Payment Methods.

For detailed steps to updating your One Balance payment method, view our step by step guide.

Is your Billing Address a PO box?

If so, it is recommended to use the street address of the post office where your PO Box is located and omit the PO Box number.

Review and update your One Balance Billing Address by going to Manage Account >> Payment Methods.

Is the country for your Billing Address correct?

If not, please update it.

Review and update your One Balance Billing Address by going to Manage Account >> Payment Methods.

Is the phone number listed in your Contact Information formatted correctly?

If the phone number contains any dashes, parentheses, or a one in front of it, it could be causing an error.

Review and update your One Balance Contact Information by going to Manage Account >> Contact Info.

Is your company name listed as your name in your Contact Information?

If so, you will need to change it to your legal name instead of the company's name.

Review and update your One Balance Contact Information by going to Manage Account >> Contact Info.

Are you receiving the error message "CustomerActionRequired"?

If you have recently updated your One Balance 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. One Balance in ShippingEasy is powered by Stamps.com. 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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