Payment Not Going Through at Checkout
Checkout button greyed out, payment stuck, or a card verification code that "doesn't work" - how to get your top-up through.
Updated
View as MarkdownTop-ups usually take seconds - when checkout misbehaves, one of these fixes it almost every time.
Button greyed out or nothing happens
- Select an amount first. The payment button activates only after you pick a preset or enter a custom amount of at least $5 - see How to Top Up Your Balance.
- Try a different browser, or a private/incognito window with extensions and ad-blockers off - blockers sometimes break the checkout. Chrome tends to be the most reliable.
- Top up on the web at calltuv.com/balance - the web checkout is the most dependable path, and it accepts major cards, Google Pay, and Apple Pay.
The card's "verification code" doesn't work
That step is your bank's 3-D Secure check - a security confirmation controlled by your bank, not CallTuv. If the code fails or never arrives:
- Open your banking app - many banks confirm there instead of by SMS.
- Ask your bank to approve the charge, then retry.
- Or use a different card / Apple Pay / Google Pay, which often skip the issue entirely.
Paid, but the balance didn't update?
It normally updates within seconds of payment. If it hasn't, don't retry immediately (to avoid a double charge) - check the Balance page payment history first, then contact us with the payment time and amount; we'll locate it. Also see Where Did My Balance Go? and Refunds for genuine double-charges.
On mobile
App top-ups go through App Store / Google Play - if a store purchase fails, it's between the store and your payment method there. The web checkout above is always available as an alternative for team owners.
Frequently asked questions
- Why is the top-up button greyed out?
- An amount must be selected first - the button activates once you choose a preset or enter a valid custom amount (minimum $5).
- The card verification step keeps failing - is that CallTuv?
- No - that's your bank's 3-D Secure security check, controlled entirely by your bank. Approve the prompt in your banking app, ask your bank to allow the charge, or try another card.
