🔍 Reasons for Payment Failure

A payment may fail for several reasons. The Tenant should review the following items before retrying the payment:

[Card Status Check]

1. Confirm that the registered credit card or debit card is active and functioning normally.
2. Some cards do not support overseas or international transactions. Confirm that international payments are enabled on your card.

[Balance & Limits Check]

1. Verify that sufficient funds are available in the account linked to the payment method.
2. [Notice] Due to the nature of international transactions, exchange fees and overseas payment fees may apply. Therefore, we highly recommend ensuring that your account balance is higher than the actual total payment amount.
3. Check whether the card has a payment limit and whether the Total Payment Amount exceeds that limit.

[Security & Authorization Blocks]

1. Please note that the transaction may be declined by your card issuer or bank due to automatic overseas payment blocks or the Financial Fraud Detection System (FDS).
2. If your transaction is suspected of being blocked by security policies, please contact your card company or bank directly to authorize the international payment.

[3D Secure (3DS) Authentication]

1. For Visa, Mastercard, and JCB cards, payment requires an additional identity verification step called 3D Secure (3DS), run entirely by your card-issuing bank — not by Enkostay.
2. Depending on your bank, this may appear as a push notification in your banking app, a one-time SMS/in-app code, or a screen asking you to confirm the merchant name and amount before authorizing.
3. Keep your banking app installed, logged in, and notifications enabled on the phone linked to your card. If the confirmation is not completed, the payment will simply fail and expire.
4. Because the entire 3DS process is operated by your card issuer's own system, any authentication failure (notification not arriving, code rejected, app not prompting) must be resolved directly with your card company — Enkostay has no access to or control over this step.

📞 Contact Support

If the payment continues to fail after reviewing all the items above, the Tenant should contact stay_support@enko.kr for further assistance.