StayDry - Payment Frequently Asked Questions

If you're having problems with your payment, please read these FAQs. We have put the answers to many commonly asked questions in here, but if you have read these and are still having problems, please email us at sales@staydry.co.uk and we will do our best to remedy your problem. Please include a phone number in your email.

This page is for payment FAQs. If you have a more general question, please try our FAQs page. If you have a question regarding delivery costs or times, please visit our Delivery Information page.

If you have tried to make a payment but received an error notification, have a look through the list of error warnings below to find out what the error you received means:

1) The expiry date is missing or invalid / Authorisation declined by bank - Message : INVALID EXP DATE
These error messages mean that the expiry date you entered is incorrect in some way. It might be that the date you entered is not quite right, for example, you may have accidentally entered 02/2007 instead of 03/2007.

Carefully check that you have entered the expiry date exactly as it appears on your card. Check that you have entered the expiry date on your card, and not the start date.

Another possibility is that you entered the correct expiry date, but that your credit/debit card has now expired. Check that your card is still valid. If the expiry date has passed, you will have to use a different card to make your payment.

2) The start date given is in the future /The start date given is missing or invalid
These error messages mean that the start date you entered is incorrect in some way. It might be that the date you entered is not quite right, for example, you may have accidentally entered 01/2007 instead of 01/2006.

Carefully check that you have entered the start date exactly as it appears on your card. Check that you have entered the start date on your card, and not the expiry date.

Another possibility is that you entered the correct start date, but that your credit/debit card is not valid yet (some banks send out cards before they are actually valid). Check that your card is valid. If the start date on your card is in the future, you will have to use a different card to make your payment.

3) The card issue number is required but missing or invalid
This error message means that your card has an issue number, which you need to enter to use it. Either you have not entered that issue number, or it has been entered incorrectly.

If you have an issue number on your card, you must enter it exactly as it appears on the card. i.e. if the issue number printed on the card is '02' then you must enter '02' - if you just enter '2', then the error message will appear.

Check whether your card has an issue number. If it has, enter the issue number exactly as it appears. Solo, and Maestro cards will usually, but not always, have an issue number.

If your card doesn't have an issue number, don't enter anything in the 'Issue Number' field on the form - just leave it blank. If you leave this field blank but still receive that error message, your card will probably have an issue number tucked away somewhere where it is difficult to see.

4) The card number given is invalid
This error message means that your card number was entered incorrectly. Check that you have entered your card number exactly as it is printed on your card.

5) The card type does not match the card number
This error message means that the card number you have entered doesn't match the card type you have selected.

For example, you might have entered a number which matches that of a VISA card, but you have selected MASTERCARD from the dropdown list. The most common cause of this is selecting a card type, then accidentally changing the card type by scrolling with your mouse.

Check that you have selected the correct card type before entering your card number.

6) Authorisation declined by bank. - Message : DECLINED
This error message means that you have entered your payment details correctly, but that your bank has declined the payment for some reason. Often this is absolutely nothing to do with whether there are sufficient funds in your bank account.

Try the payment again, and if it is declined a second time, call your bank to fiind out what the problem is.

7) Authorisation declined by bank. - Message : CALL AUTH CENTRE
This error message means that you have entered your payment details correctly, but that your bank has declined the payment for some reason. You should call your bank straightaway to make sure there is no problem with your card.

8) A unique transaction ID is required but not found.
This error is usually caused if you have used the Back and Forward buttons in your browser after you have made a payment. You should have already received either a 'Payment Successful' or 'Payment Failed' notification for your transaction. You should proceed according to that message, and ignore this one.

9) I received a Time Out message - what should I do?
On extremely rare occasions, some users may experience an error message that looks something like this:

Active Server Pages error 'ASP 0113'
Script timed out

This error occurs occasionally when an internet connection is extremely slow, or if the internet connection was interrupted part way through the transaction.

If you receive this message, please call us on 01562 887 808, and we will check the status of your transaction. It is important that you contact us, as we will need to confirm whether or not your credit/debit card has been charged.

10) I'm using an American Express or Diners card, but I can't find it in the list?
No, unfortunately we cannot accept those cards. Please try another type of card.

11) I'm using a Connect card, but I can't find it in the list?
Connect is the old name for Delta cards. Please select the Delta card type and your payment will be fine.

12) When I add items to my basket, they don't get added in the colours that I want - why is this?
Our online shop uses JavaScript to make our range of colours and sizes available to you. If you don't have JavaScript enabled in your browser, you will not be able to correctly select the colours and sizes of items that you want.

To ensure you are getting the most out of the StayDry website, please enable JavaScript in your internet browser.
To enable JavaScript in Internet Explorer, choose Tools ->Internet Options -> Security -> Custom Level, and scroll down to the JavaScript options.
To enable JavaScript in Firefox, choose Tools -> Options -> Content -> Enable JavaScript.
To enable JavaScript in Safari, choose Edit -> Preferences -> Security -> Enable JavaScript.
To enable JavaScript in Netscape, choose Tools -> Options -> Site Controls -> Enable JavaScript.
To enable JavaScript in Opera, choose Tools -> Preferences -> Advanced -> -> Content -> Enable JavaScript.

13) Why do I need to have JavaScript enabled in my web browser?
Our online shop uses JavaScript to make our range of colours and sizes available to you. If you don't have JavaScript enabled in your browser, you will not be able to correctly select the colours and sizes of items that you want.

To enable JavaScript in your web browser, follow the instructions given in FAQ (12) above.

14) Do you support the 3D Secure Scheme?
Yes, to ensure our customers have the safest online shopping experience, we have integrated our payment pages with the 3D Secure scheme.

FAQs - If you have a general question that you have not found the answer to here, please try our FAQs page.

Delivery Information - If you have a question about delivery times, areas, or delivery costs, please read our Delivery Information page.