Payment Not Going Through at Checkout

Top-ups usually take seconds - when checkout misbehaves, one of these fixes it almost every time.

Button greyed out or nothing happens

1. 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.
2. 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.
3. 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

The current app takes payment through Stripe, the same as the website, so everything above applies there too - a refused card is refused for the same reasons, and the same fixes work.

Two things specific to the app:

• If the Continue button does nothing at all, your phone probably lost its connection while the payment screen was opening. Close the screen, check your signal, and open it again.
• If the payment went through but your balance still looks unchanged after a moment, pull the screen down to refresh, or check Team → Top-up History - the top-up is recorded there as soon as it completes.

Older versions of the app charged through the App Store or Google Play instead. If a purchase fails there, it's between the store and the payment method saved with them. The web checkout above always works as an alternative for team owners.