My traveler received a message that their credit card was declined but was charged anyway

Are you using Has a Traveler reported receiving an alert that their credit card was declined, but they were charged anyway?

Why did my Traveler get a message the their card was declined?

This is usually related to an Address Verification Service (AVS) mismatch issue, which means that the address your Traveler gives for their billing information does not match the billing information linked to their credit card. The charge will then appear on their credit card statement as a hold.

Your Traveler might see the declined error (see image below) and can complete the transaction again right away, but then they will feel like they have paid twice until the hold is released.


See below for's description of why this may be happening & what you can do to expedite the return of your traveler's funds.


What should you tell your Traveler?

We suggest you tell your Traveler not to worry and that their first payment will be refunded in 3-30 days (but usually closer to 7 days), depending on their bank. Tell them they can wait to try to pay again until it has been refunded or try another credit card.

Need more help? 

Reach out to the YouLi Support Team via the chat box at the bottom of your screen or submit a Support Ticket request. If you need more advanced support, schedule a 1:1 Consulting session with one of our experts, and we will walk through Traveler flow options & best practices.