Failed card payments: what the message means and what to do

Most failed card payments are declined by the card issuer or by security checks, not by esenda, and are fixed by checking card details or speaking to your bank.

If a payment fails, you'll see a Payment Failed screen with a short reason in bold. Find that message below to see what it usually means and what to check. A declined payment isn't taken, though some banks briefly show it as pending. Check the details before trying again, as repeated failed attempts can lead your bank to block the card.

Paying through SchoolGrid?

If you're topping up your child's account or paying for school meals through SchoolGrid, contact SchoolGrid support first at [email protected]. They can see your account and the school's set-up, and will pass anything they can't resolve to esenda.

You'll know you're paying through SchoolGrid if the page address starts with app.schoolgrid.co.uk or the page says "Top-up your child's account". The error messages below still apply, so it's worth checking them first.

What the message means

Card checks are automated, and esenda never sees your full card number or security code. That's why the fix usually sits with you or your bank.

"The payment was declined due to suspected fraud"

This is a general security decline. It could mean:

your bank noticed something unusual, such as a new merchant, a larger amount or a payment from abroad, and blocked it
our payment processor's automated risk checks flagged the payment
your card isn't set up for the bank's extra security check (3D Secure)
your bank declined it for another reason but returned a general message

What to do:

Contact your bank, tell them you're paying your school through esenda, and ask them to allow the payment.
Try again, or use a different card.

"The payment failed due to an incorrect CVV"

The security code didn't match what your bank holds. It could mean:

the 3-digit code on the back of the card was mistyped
you're using details from an old card that has since been replaced
your bank is having a temporary problem with its checks

What to do:

Check the code on the back of the card you're using.
If your card was recently replaced, use the new card's details.
If you're sure the code is right, contact your bank. Occasionally the issue is on their side.

"The payment was rejected for an unspecified reason"

Your bank declined the payment without giving a reason. It could mean:

there wasn't enough money available, or a spending limit was reached
the card has expired or been replaced, so the details entered are out of date
the card number or expiry date was mistyped
the card is frozen or blocked

What to do:

Check the card number, expiry date and available balance.
If you've had a new card recently, enter the new details.
Try a different card, or contact your bank.

"This card type is not supported for the selected payment method"

Business and corporate cards aren't accepted for this payment.

What to do: use a personal Visa or Mastercard debit or credit card.

Your bank's security check didn't appear or didn't finish

Many payments ask you to confirm in your banking app or with a code sent by text. If this step doesn't appear or times out, the payment fails.

What to do:

Keep the payment page open while you confirm in your banking app.
Check notifications are turned on for your banking app.
Make sure your bank has your current mobile number.
If it still doesn't appear, contact your bank and ask whether your card is set up for online security checks.

Still not working?

If you've checked the steps above and the payment still fails, email [email protected] (or SchoolGrid support for top-ups and meal payments at [email protected]). To help us look into it quickly, please include:

the school you're paying
the email address you used
roughly when you tried to pay (date and time)
the reference number shown on the Payment Failed screen
a screenshot of the error

Please don't send your full card number or security code. We'll never ask for them.