Summary
If you get a Card Not Supported error or similar, try using the PayPal option (you don’t need to be logged in or have a PayPal account to use this).
TL:DR Version
Recently, we have seen an increase in failed orders due to a “Card Not Supported” errors message. The information given to us about this is not complete and we feel is not 100% accurate, however this is what we have understood is happening:
– Some cards (Debit & Credit Cards) issued by a couple of banks and their subsidiaries are failing with a Card Not Supported error. It may even refer to not being supported in the country.
– Initially we were told this was a bank rejecting a card due to another reason however that does not appear to be the case.
– During testing, these failed cards were accepted when processed through the PayPal payment gateway. We recommend attempting this if you experience the above issue and you are certain the funds exist in your account. You do not need a PayPal account in order to use this method of payment.
– Square (our normal payment processor) has indicated that the cards being refused may have a block placed on them by the bank (possibly without customer knowledge) for using at certain types of spicy stores and sites. This might be only for online and over the phone transactions. Customers should contact their bank directly to discuss the issue and ask why a restriction was added without their knowledge. The Square support people can only tell us so much based off what they see with transactions being processed. Failed payments do not appear on our transaction logs at Square, so we have no indication of exactly which cards or which banking institutions issuing the cards are involved.
– We also believe that this might not be specifically a bank issue as it has been seen occurring with CBA, Bendigo and UP cards in the past couple of months. All cards so far that we are aware of are MasterCard issued cards. This would indicate that MasterCard is not authorising payments due to the nature of our website and may also be doing this to other online stores.
– We are not aware of any specific payment restrictions being placed on Primal Desires by any banks or card companies however there has been an ongoing effort by some card companies, banks and even lobby groups to apply “moral & ethic” policies in restricting payments to businesses and individuals in the adult products and services market regardless of anti-discrimination laws that may apply in a specific country or region.
Our Statement
We apologise for the inconvenience this causes to our customers and their ability to do business with us. This is certainly not something we have much control over or even getting a clear answer on what is causing the issue. We will continue to investigate and monitor the issue and assist with alternate payment methods including PayID, internet bank transfers and Cash On Delivery for locally delivered orders.