Plastiq operates in compliance with all card issuer and brand policies, as well as Federal and State law. As per our Terms of Service, we reserve the right to review any payments submitted with Plastiq to ensure we can support your payment and deliver it promptly.
If our Account Services team reviews your payment and determines that we cannot support it, Plastiq will decline to carry out the payment and refund your payment immediately. The refund will be credited back to the payment method that initiated the payment. This refund would appear on your statement within 3-5 business days of cancellation.
Why was my payment declined?
As outlined in our Terms of Service, Plastiq is restricted from supporting certain payment types. Here are a few examples of unsupported payment types on Plastiq:
- Credit card bills
- Drug paraphernalia and controlled substances
- Collections agencies
- Paying yourself or your own company
- Person to person transfers
- Trust or retirement funds
Payments that fall within the above categories would be declined by Plastiq. Plastiq reviews all payments and reserves the right to pause the delivery of your payment in order to complete our review process.
Our Account Services team will alert you if your payment is under review. You will have five business days to respond to their request. Failure to respond to our documentation requests will result in a payment's decline.
My payment shows a 'Pending' status. Is my payment under review?
Our Account Services team will contact you via email and request additional documentation for the purposes of completing the payment review process. Plastiq will not send any funds until we have determined that your transaction complies with our terms of service.
If your payment shows as "pending" please check your email inbox for a message from email@example.com. Follow the instructions in the email to keep your payment on track for delivery.
It shouldn't have been declined. What do I do now?
If you believe your payment was declined in error, you should reply directly to the email you received from our team. You are welcome to resubmit your payment and attach adequate supporting documentation to your reply to appeal the decision.
Please note: our support team has no insight into any stage of the review process and cannot take action on payments that are under review. If you have an inquiry regarding a payment that's under review, you must contact firstname.lastname@example.org directly. Any supporting documentation provided to our support team will not be processed.