When your card is declined at checkout, nothing is charged and no order is placed, but your bank can still show a pending amount for each try. These are temporary holds that your bank releases on its own, usually within a few business days (often 1 to 3). Before you try again, check My Account > Order History: only a payment that went through has an order there.
Applies to: Parents and players · Organizations that take card payments online · Card checkout on your organization's website (registration, Store, donations and balance payments)
Where: Your organization's website > My Account > Order History
Why you see pending charges
- Your card was declined. Checkout showed a message, such as "The Billing Zip Code does not match your Credit Card Information. Please update and try again." or a message from your bank, and placed no order. Some banks still put a temporary hold on the card for the amount of each try, so three tries can look like three charges. A hold isn't a payment: it drops off without being paid.
- The order couldn't be finished. Rarely, the card is charged but the order can't be recorded. Checkout then reverses the charge right away and shows "There was an issue placing your order. Please try again shortly. If you continue to have trouble, please contact TeamSideline support at support@teamsideline.com." No order or registration is made, so you need to check out again. Your bank may show the reversed charge as pending until it drops off.
- The payment service didn't answer. Checkout showed "The payment gateway is currently unavailable. Your credit card has not been charged. Please try your order again at a later time. If you continue to experience this issue, please contact TeamSideline support at support@teamsideline.com." Nothing was charged.
However many pending amounts your bank shows, only a payment that went through has an order in TeamSideline.
Check your orders before you try again
- Sign in on your organization's website.
- Go to My Account > Order History.
- Look for an order on the date, and for the amount, that you see on your card.
| In Order History | What it means |
|---|---|
| One order for that date and amount | Your payment went through. Any other pending amounts for the same total are holds from declined tries and will drop off. Don't check out again. |
| No order for that date | Nothing was charged, or the charge was reversed. The pending amounts will drop off. Check out again to register or buy. |
| Two orders for the same items | You checked out twice, and both payments went through. Contact your organization about the extra one. |
If you donated or bought something without signing in, look for the order confirmation email instead, or ask your organization.
If it doesn't work
- Your card keeps being declined. Call the number on the back of the card to approve the payment, or use another card. What each message means is explained in Why are card payments failing or being blocked at checkout?
- A charge has posted (it no longer says pending) and there's no order in Order History. Contact your organization with the date, the amount and the last four digits of the card. Never send your full card number.
- A hold is still there after several business days. Ask your bank about it. If the bank says a payment went through and there's no order, contact your organization as above.
Good to know
- A hold belongs to your bank. Your organization, TeamSideline and the payment processor can't release it sooner, but your bank can tell you when it will drop off.
- No email is sent about a declined try or a reversed charge. The message on the checkout screen is the only notice.
- If you don't remember what checkout said, your organization can ask TeamSideline Support, which can see the messages from your recent tries.
- Your card details go into the payment processor's secure card fields. Your organization and TeamSideline see only the last four digits.
- Your organization's email address for order questions is under Order Inquiries in your Cart.