If you are traveling outside the country or using a VPN, you may see an error when you try to:
- Add a new saved payment method in My Account, or
- Use a brand-new card for a one-time payment
For safety, our secure payment partner sometimes blocks new card set-ups from certain locations or from VPN connections. When that happens, the new card cannot be added, and the payment will not go through.
You can still make a payment if you already have a saved payment method on your account, because those payments are processed a different way and are not affected by these location or VPN checks.
What can I do?
If you run into this, try one of the following:
- Use an existing saved payment method
Choose a card or bank account you already have on file in My Account to complete your payment. - Turn off your VPN and try again
If you are comfortable doing so, temporarily turn off your VPN and then try adding the new payment method or making your one-time payment again. - Call us so we can help
Please call us at (888) 835-4672! We are happy to help you make a payment over the phone and answer any questions.