FAQ: Troubleshooting Payment Errors

Why am I being charged more than expected?

TripCity only charges the rental price + transaction fee.

• Some banks place an extra temporary hold on your account. This hold is out of our control and drops off in a few days.
• Use a different card or contact your bank if the hold is an issue.
• If this still doesn’t explain the charge, check if your owner submitted an incidental fee (fuel, tolls, etc.). For that, contact the owner directly.
  
  

I extended my rental, the money was taken, but my rental didn’t extend.

This happens if the extension was not approved by the owner. Funds may show as “pending” but were never captured.

• These are called uncaptured funds. They will drop off your account within a few days. If needed, you may call us to cancel this request.
• To extend, submit a new request in your dashboard.
  
  

I canceled my rental. When will I get my refund?

• Before approval / canceled by owner: Refund within 1 business day.
• After approval: Refund takes 5–10 business days, depending on your bank.
  
  

What payment methods are accepted?

• Debit or credit cards only.
• No prepaid, no cash, no split payments.
• The card must be in your legal name.

Why is my account blocked or inactive?

Your account may be blocked if:

• It was identified as a duplicate.
• You have an unpaid or disputed charge.
• There was a Terms of Service violation.
•  Only one license and one account are allowed per driver.

Can I split payments or use someone else’s card?

• No. One card per transaction.
• The card must match the name on your account and rental agreement.

How do I change my card on file?

• Add a new card during checkout when submitting a booking request or extension.

Why was my card declined?

Common reasons include:

• Card not in your name.
• Wrong security code (CVC).
• Billing postal code doesn’t match your bank’s records.
• The same card has been attempted too many times in a short period.
• Payment flagged as high risk by Stripe.

I’ve used this card before. Why doesn’t it work now?

Stripe updated their rules to reduce fraud and risk. Even if your card worked before, it may be blocked under new rules.

What should I do if my card fails?

• Make sure the card is in your name.
• Enter the exact billing address and postal code your bank has.
• Try a different card if possible.
• Contact your bank if errors continue. Your bank may send you a one-time code (3D Secure) to approve the charge.

This is the only card I have. What now?

• If your card is not accepted, you must use another card.
• If you are in an active rental and cannot pay, you must return the vehicle as soon as possible.
  
  

What is 3D Secure (3DS) and why does it matter?

• 3DS is a security step banks now use for some payments.
• You may be asked to confirm with a password, one-time code, or fingerprint/face scan.
• You may see “Visa Secure,” “Mastercard Identity Check,” or “Amex SafeKey.”
• If you do not complete this step, the payment will not be authorized.