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Card Declined When Purchasing Postage | Troubleshoot

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Postage is seen as a form of currency which 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 Stamps account.

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

Go to Stamps login page and proceed to log in with your Account Number and Internet Password.

For detailed instructions, visit How to: Find my Stamps account details.

Is your Payment Method saved with Stamps correct?

Updating your billing information on the SUBSCRIPTION & BILLING page is not the same as updating it on Stamps.com.

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

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

For detailed guidance to updating your Stamps payment method, view our step by step guide.

Is your Billing Address a PO box?

If so, Stamps recommends using the street address of the post office where your PO Box is located and omit the PO Box number.

Review and update your Stamps 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 Stamps 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, parenthesis, or a one in front of it, it could be causing an error.

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

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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