This occurs due to validation rules in place that try to prevent fraudulent transactions. The transaction authorization is initially approved by the customer's credit card issuer for the requested amount, then subsequently declined by our payment gateway due to mismatch in address, expiration date, or CVV/card security code. The transaction remains as a pending authorization (hold) on the customer’s card, but is declined on our side. The pending authorization will expire in 2-7 business days (time varies for each card issuing bank). Unfortunately, we do not have the capability to release or cancel the pending transaction in this scenario since there were no funds transferred to us.
If you're unable to complete your order online, our customer service team can take your order over the phone. Call us at 800-810-1740.