Auto Top Up & Card Rejection Errors

This guide will show the steps to set up auto top up and how to resolve common credit card rejection errors.

What is Auto Top-Up?

Auto Top-Up is a billing feature that allows you to add a card on file and specify a minimum balance. When your account balance reaches the minimum balance, your designated card will be automatically charged with the designated amount chosen by you. This is especially crucial if you plan on having high volume traffic or traffic occurring during hours you're not monitoring the balance. If your balance hits 0, your services will stop working until you top up your account again. Setting up auto top-up is a great fail-safe to make sure that your services continue without interruption.

How to Set Up Auto Top-Up

Click on Billing on the left-hand side navigational bar of your SignalWire space to get to your account status, statements, and payment history.

Make sure you already have a payment method added before proceeding to the next step. Click on Low Balance Settings. For WHEN YOUR BALANCE DIPS BELOW:, provide the amount you would like your account to be at when your card is charged in the amount you choose. If you want the Space admins to get an email when the balance dips below the amount you chose, toggle Yes. If you want to set up your card to charge at that same point, toggle Yes. Upon toggling to Yes, will be prompted to set dollar amount that you want your card to be charged with and the payment method (from saved credit cards) that you would like to use. Click Save, and your payment method selected will automatically be charged the set dollar amount when the low balance threshold is met.

Why Did My Card Get Rejected?

SignalWire uses a billing provider that has its own set of rules and systems for validating card transactions. Here are some commonly encountered reasons for rejection errors and the correct way to resolve them.

Rejection Reason

Steps to Resolve

You may be using a data anonymizing service like The Onion Router, VPN, or routing internet traffic through a proxy server.

Please disable your service or attempt to make the purchase from a computer or device that is not being anonymized.

Credit card information is not entered correctly (zip code may not match, billing address may not match, etc).

remove credit card from space and re-enter.


If None of These Resolve the Card Rejection Error

Please contact the SignalWire support team by creating a ticket. A ticket can be created through the account by clicking on the Help icon in the upper right corner of the dashboard and clicking on My Tickets within the drop-down menu.

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