Payment Issues — What to Do When Something Goes Wrong
What to do if your payment went through but verification didn't run, how to handle declined cards, and how to request a refund.
My payment went through but the verification didn't run
This can happen if there is a brief technical issue between your payment being accepted and the verification starting. Your card has been charged, and your credit is saved — you will not lose it.
When you return to Gumshoe while logged in, you will see an amber banner at the top of the page with a Run Verification link. Click it and the check will run immediately. No need to pay again. Your credit is valid for 30 days from the time of purchase.
My payment was declined
Your card was not charged. Common reasons:
| Message | What it means |
|---|---|
| Card declined — contact your bank | Your bank blocked the transaction. Call the number on the back of your card. |
| Insufficient funds | The card does not have enough balance. Try a different card. |
| Expired card | The card date has passed. Use a current card. |
| Card security check failed | The CVV was entered incorrectly. |
| Transaction declined by fraud filter | Your connection may be flagged (e.g. VPN). Try without a VPN, or use a different card. |
I got a technical error with a reference number
This means your payment was processed successfully by the bank, but a technical problem prevented us from recording your credit. You have been charged but have not received your verification.
Email support@gumshoe.au with the reference number shown on screen and the email address on your account. We will manually apply your credit the same day.
I want a refund
Email support@gumshoe.au. We process a full refund for any charge where the verification did not complete successfully. Refunds typically appear on your statement within 3–5 business days.
My verification credit isn't showing
Make sure you are logged in to the same account you used when you paid. The credit is attached to your account — it will not appear if you are logged out or using a different account. If it still is not visible, email support@gumshoe.au with your transaction reference.
Contact
support@gumshoe.au — we typically respond within a few hours during business hours (AEST).