Dear Cara,

Thanks for letting us know, and apologies for the inconvenience. The one most frequent reason why payments are refused is when people pick the wrong address in the latter phases of the payment itself. The "make a payment - card authentication" phase is (naturally) handled by a specialised third-party (this is why this phase happens in a pop-up page), and the address details that customers need to enter there are then used as one of the verification criteria: in other words, they need to match the address used to register  the card you are using. If you've entered the details of you company/office instead (thinking that they needed to match the details you have used to register your EPPI-Reviewer account) this would explain the failure.

I do not think the problem may be related to the currency: we have plenty of customers in North America and this is the first time we've been reported any problem with the payments.

Please note that in case the above doesn't apply, it's also possible to use PayPal for the payment, this would involve using a completely separate "payment verification" system and thus it may be something worth trying.

If the above will fail, please send an email to EPPISupport@ucl.ac.uk, we'll process your request off-line and send an invoice instead, you will be able to pay with a debit/credit card via the phone or via bank transfer, after receiving the invoice.

I hope the above helps, please do let us know if it doesn't.

Best wishes,

Sergio