Question
What payment errors might I encounter and how are they resolved?
Answer
Messages like "Invalid payment information" or "The record cannot be found" point to a mismatch between what was entered and what the payment system has stored, not a problem with your actual funds.
| Error | Common cause |
|---|---|
| Invalid payment information | A card field (number, expiry, CVV, or ZIP) does not match the bank record |
| The record cannot be found | A saved card or profile did not load correctly on the order |
- Re-enter the card fresh rather than relying on an auto-filled saved card.
- Enter the full CVV security code with every required digit: most cards use a 3-digit code on the back, while American Express uses a 4-digit code on the front. A missing or partial CVV is the most common culprit.
- Confirm the billing address and ZIP match the card statement exactly.
If the error persists after a clean re-entry, contact support with the exact wording. The team can inspect your account and payment settings and process the order for you.
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