If your card is declined or shows an error while you're completing an order, the issue is almost always on the bank's side rather than a problem with your order itself. Banks routinely flag purchases for fraud review, enforce daily spending limits, or run into delays after a merger, and any of these can stop a charge from going through even when your card is in good standing.

Common Reasons a Card May Not Go Through

A decline can happen because your bank is questioning the purchase amount or has flagged it as a possible fraud dispute, especially for larger transactions. A message that says the card number is invalid means something different: it means the card is not being accepted at all, rather than being declined for a specific reason. Bank mergers can also cause delays or approval issues, since account systems may still be transitioning between institutions. In many cases, a fraud alert from your bank is what prevents a larger purchase from processing successfully.

What to Do If Your Card Is Declined

1. Call your bank to confirm your daily spending limit and verify that the card is active and in good standing.
2. Ask your bank whether the purchase was flagged for fraud review.
3. Double check that the card details were entered correctly.
4. If your bank confirms the card is clear to use, reach out to your Ella dealer or the team at (800) 480-6850 to complete your order.

How Your Card Information Is Protected

Card information provided when you place an order is encrypted and does not remain on file once your payment has been processed. This means there is no stored card number to reference later, so if a new charge is needed, you may be asked to provide your card details again.

Common Questions