This document details errors and how to resolve them when purchasing Personal subscriptions through the Malwarebytes Online store. For information on each error, see the tables below.
Shopping Cart error messages
This table provides information on errors when using the shopping cart and how to resolve.
| Error | What does it mean? | Resolution |
|---|---|---|
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Fields marked in red must be filled in correctly. To continue, please review the entered data. |
The entered information in one of the cart fields is invalid. |
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If this error message is received when trying to access a promotion, contact Support.
Payment Authorization error messages
This table provides information on error messages when authorizing a payment and how to resolve.
| Error | What does it mean? | Resolution |
|---|---|---|
| Access denied in payment gateway! The transaction cannot be finalized at this time. Please try to finalize the transaction in a few minutes. |
Transaction cannot be processed, at the moment. |
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| Error processing the credit card transaction. Insufficient funds. Please charge your card account or enter another card. |
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| Error processing the credit card transaction. Please enter another card or try to finalize the transaction in a few minutes. | Transaction has been declined by your cards bank. |
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| Error processing the credit card transaction. Your credit card was not charged. | Transaction has been declined by your cards bank. |
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| Error processing the credit card transaction. Expired card. Please contact the issuer bank for more details, or enter another card. | You might be attempting to use a card that has already expired in the bank’s records. |
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| Error processing the credit card transaction. No such card. The transaction can be finalized only after entering a valid credit card. | The payment validation process could not be completed. Your bank has indicated that the card number is no longer valid in their records. |
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| Error processing the credit card transaction. You have entered an invalid CVV2 or CVC2. | The CVV2 or CVC2 code you entered does not match the one in your bank’s records. |
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Customer Authentication error messages
This table provides information on errors when authenticating your transactions and how to resolve. This is for users purchasing from the U.K. and Europe.
| Error | What does it mean? | Resolution |
|---|---|---|
| Pop-up window where authentication code needs to be entered is not displaying. | Something may be blocking your authentication window from displaying. |
Confirm pop-up blockers or adblockers are disabled on your device. |
| SMS/notification with authentication code was not received. | The authentication code sent to your device was unable to be sent. | Contact your bank and make sure they have the correct phone number and email on file. |
| Error message after entering the 3D Secure authentication code. | There is and issue with the password or authentication code used. | Contact your bank. |