Q: I'm having difficulty purchasing an add-on (Connect, Select or Boost). What should I do?

There are two possible reasons for this: If your payment has been accepted To activate your upgrade, log out of your account and then log in again. Then check your payment history in the "My account and subscription" section to make sure your payment has been confirmed. If your payment has been refused Check the validity date on your payment card and make sure you have entered the information correctly. If your card has expired, enter your new card number.

Question 1

Why has my payment been refused?

Accepted Answer

Your bank may have refused the transaction, or perhaps the credit/debit card you are using is not on the list of payment methods accepted by the website.

You can pay for your subscription using one of the following payment cards:

MasterCard,

Visa,

Visa Electron,

American Express.

You can also pay by PayPal. To do this, click on the PayPal button and follow the instructions.

If you encounter an error, please try again using a different payment method. If you are still having problems please contact a member of our customer care team who will be happy to help.

Question 2

What should I do if I can't complete my payment?

Accepted Answer

Your bank may have refused the transaction, or perhaps the credit/debit card you are using is not on the list of payment methods accepted by the website.

You can pay for your subscription using one of the following payment cards:

MasterCard,

Visa,

Visa Electron,

American Express.

You can also pay by PayPal. To do this, click on the PayPal button and follow the instructions.

If you encounter an error, please try again using a different payment method. If you are still having problems please contact a member of our customer care team who will be happy to help.

Question 3

My credit/debit card has expired, how can I change by bank details?

Accepted Answer

The only way to change your method of payment is to purchase a new subscription. This can only be done if you do not currently do not have an active subscription.

On the payment page simply click on the subscription you want. On the next page under the ‘validate my payment’ button click on ‘change your payment method’ and then fill in the details.

Question 4

I'm having difficulty taking out a subscription. What should I do?

Accepted Answer

Your bank may have refused the transaction, or perhaps the credit/debit card you are using is not on the list of payment methods accepted by the website.

You can pay for your subscription using one of the following payment cards:

MasterCard,

Visa,

Visa Electron,

American Express.

You can also pay by PayPal. To do this, click on the PayPal button and follow the instructions.

If you encounter an error, please try again using a different payment method. If you are still having problems please contact a member of our customer care team who will be happy to help.

Question 5

I'm having difficulty purchasing an add-on (Connect, Select or Boost). What should I do?

Accepted Answer

There are two possible reasons for this:

If your payment has been accepted

To activate your upgrade, log out of your account and then log in again. Then check your payment history in the "My account and subscription" section to make sure your payment has been confirmed.

If your payment has been refused

Check the validity date on your payment card and make sure you have entered the information correctly. If your card has expired, enter your new card number.

Question 6

Why do I need to authenticate my payments before finalising my purchase?

Accepted Answer

At Match, our priority is bringing you a comfortable and totally secure experience. The European Union Law n°2 on Payments (DSP2) came into force in 2021: its goal is to minimise fraudulent behaviour and improve the security of payment services.

As such, to complete future purchases you will have to authenticate your payments on the site via your bank. This applies to all purchases made by card on the Match website and via the iTunes app.

This authentication involves the following steps:
- First, make sure you have downloaded your bank's app and allowed notifications from that app,
- Once your bank details are entered and validated on the Match purchase page, follow your bank's authentication instructions. You will usually receive a notification from your bank's app: click on it to approve your purchase or open your banking app if you do not receive a notification,
- Next, go back to Match to complete your purchase and begin enjoying our services. ?

Caution: if you close the bank authentication window without validating and return to the purchase page to complete your payment, it will not go through.

If your card has expired and you are asked to update your payment information, you will also be required to complete this process; your account will not be charged during this process.

If you are having trouble approving your payment on your banking app, please:
- contact your bank,
- try another payment method such as Paypal,
- complete your purchase on a different device; the authentication process may work better on desktop rather than mobile,
- contact our Customer Service team so an adviser can guide you through your purchase.

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