Unable to add a payment method or purchase API credits after successful 3DS approval

API
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1

Hello,

I have been unable to add a payment method or purchase API credits since July 22. I have already contacted support several times, but so far I have received only general recommendations and have not been able to resolve the issue.

The main problem is that the 3DS verification appears to be completed successfully, but the website repeatedly restarts the verification process:

  1. I initiate the payment or try to add my card.
  2. I receive an approval request in my bank’s mobile application.
  3. I approve the transaction.
  4. The website starts another verification cycle.
  5. I approve the request again in the banking application.
  6. The website eventually says that my identity or payment method could not be verified.

My bank confirmed that it is not blocking or rejecting the transaction and advised me to contact the merchant. However, support has told me that there is no visible problem on the platform’s side and that I should contact the bank.

Additional details:

  • The problem has been occurring since July 22.
  • I previously used the same card successfully on this platform.
  • The card supports 3DS and two-step verification.
  • The card is enabled for international and online purchases.
  • The card works normally with other international services, including ChatGPT Plus, Netflix, Grok, and Claude.
  • I have also tried other cards, including cards that do not require a 3DS OTP, but none of them are accepted.
  • Following previous support advice, I removed my saved card. I am now unable to add any card to the account.
  • My account is verified.
  • I do not use a VPN.
  • I am paying from the same country in which the card was issued.
  • I am only trying to purchase USD 5-10 in API credits.
  • Country is in the list of the allowed countries.

Could someone from the payment or billing team review this case manually?

Please do not refer me back to the bank without reviewing the payment logs. The bank has already confirmed that it is not blocking the transaction. And I used all cards I have.

I would appreciate either specific instructions for resolving the problem or a clear explanation of why payments from my account are not being accepted. I have no Idea why low-amount purchase generates such problems. Thank you.

2

You say that you approve the transactions on your end. I never do that; all online purchases are automatically and instantly billed. Maybe those delayed approval steps are causing the payment to fail?

3

Thanks. Also never did it, banks allows to purchase online without any 2nd-step 3DS, but starting from the some point (22/07) other cards are declined with the error “we cannot authenticate your payment method”. And to switch-on 2nd step 3DS allows the only one bank, I did it after AI’ assistance at support page of the Platform AI that said it can be a problem. All cards I’ve tried for payment are not accepted. Also there was the Apple Pay method now there isn’t. For sure I use “classic” card not prepaid. They are classic cards issued by “classic” banks with offices, branches and presence assistance :pensive_face:

4

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All of my cards worked previously, but now every payment attempt results in the same error message. I do not know what else I can try to resolve this issue.

Unfortunately, I have not been able to receive any meaningful assistance from support. I only receive general replies and recommendations that I have already followed, but no explanation of why my previously accepted payment methods are no longer working.

Does this mean that there is currently no way for me to purchase API credits? I have been trying to obtain a clear answer or practical assistance for more than two weeks.

I also waited for two days before trying again, in case the repeated payment attempts had triggered a temporary security restriction, but the issue remains unchanged.

Please escalate this case to a specialist who can review my account and payment attempts. I need a clear explanation of what has changed, whether my payment methods or account are being restricted, and what specific steps I can take to purchase API credits successfully.