# 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.

**TL;DR:** Select an amount first (minimum $5), try an incognito window without ad blockers, and top up at calltuv.com/balance. A failing verification code is your bank's 3-D Secure step - approve it in your banking app or try another card.

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](/help/8412937-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](https://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](https://calltuv.com/balance) payment history first, then [contact us](https://calltuv.com/contact) with the payment time and amount; we'll locate it. Also see [Where Did My Balance Go?](/help/6350924-where-did-my-balance-go) and [Refunds](/help/3894756-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](/help/8241695-inviting-and-managing-team-members).