Billing Support
Troubleshooting Payment Issues
Most failed payments come down to one of a few things, and nearly all of them take under a minute to fix. Start at the top and work down.
Scroll Past The Header
The words "Credit Card" above the form are a label, not a button. Nothing happens when you tap them — keep scrolling to the fields underneath.
Read Back Every Field
Check that each box holds what its label asks for. Autofill scatters things, and one misplaced entry stops the whole payment.
Switch To Desktop View
On a phone, tap the three dots in your browser menu and choose Request Desktop Site. This clears up most mobile display problems.
Paying With A Saved Card Or A New One
The checkout form handles these two differently. Knowing which one you're doing saves a lot of guessing.
A Card You've Already Saved
- Find your saved card listed in the payment section.
- Select it so it's the active payment method.
- Submit the payment.
If the saved card is expired or you no longer use it, remove it first — look for the trash icon next to it — then add the new one.
A Card You Haven't Used Before
- Choose the option to add a new payment method.
- Type the card details in yourself rather than letting autofill do it.
- Confirm the billing address matches what your bank has on file.
- Submit the payment.
Why A Card Gets Turned Down
If the form is filled in correctly and the payment still fails, the decline is coming from the card itself. These are the usual reasons.
The Billing Address Doesn't Match
Your bank compares the billing address you enter against the one on your account. If they don't line up — a different apartment number, an old address, a missing ZIP — the charge is refused before it reaches us.
Use the address exactly as it appears on your card statement, not necessarily your shipping address.
Gift Cards And Prepaid Cards
A gift card straight out of the package usually has no name or address attached to it, so it fails the billing address check every time.
Go to the card issuer's website — the address is printed on the back of the card — register the card, and add your billing address. Once that's done, come back and try the payment again.
Not Enough Available Balance
A pending hold from another purchase, a debit card's daily limit, or a prepaid card with less on it than the invoice total will all stop a payment even when the account isn't empty.
Check the available balance rather than the account balance — they aren't always the same number.
Your Bank Flagged The Charge
Banks sometimes hold a first-time charge from a healthcare or pharmacy merchant while they check it's really you, especially if it's larger than what you usually spend.
Call the number on the back of your card, let them know the charge is expected, and then try the payment again.
The Card Is Expired Or Reissued
If your bank sent a replacement card, the number, expiration date, and security code have all changed even though the account is the same.
Remove the old card from your saved methods and add the new one rather than editing the old entry.
FSA And HSA Cards
FSA and HSA cards can only be used at merchants their administrator recognizes as eligible, and some plans decline anything they can't categorize automatically.
If your card is declined, you can pay with a personal card and submit the charge to your plan for reimbursement instead. If your plan needs documentation, we can provide a Letter of Medical Necessity.
One thing worth knowing: a declined payment doesn't cancel anything on your end, but your order can't move forward until the invoice is paid. If you're stuck, email us rather than waiting — we'd rather sort it out than have your order sit.
If It Still Won't Process
When the fixes above don't do it, the problem is usually the device or the browser rather than the card.
Try A Laptop Or Desktop
Payment forms behave far more predictably on a full-size screen. If you have access to a computer, that's the single most reliable fix.
Switch Browsers
Google Chrome tends to be the most dependable. If you're in a different browser, or in an in-app browser opened from an email or a text, try Chrome directly.
Before you email us, it helps to know what to include so we can fix it on the first reply:
The device and browser you're using, whether the card is saved or new, and the exact wording of any error message you saw. A screenshot is even better.
Still Stuck? Send Us The Details
Our support team can look at the invoice on our end, resend a payment link, or process it a different way. Include the details above and we'll take it from there.
support@lavenderskyhealth.comPayment questions are handled by our support team, not your provider. For anything about your medication, dosing, or symptoms, message your provider in the patient portal instead.