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.
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.
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.