At Rochen we are very easy to work with and we understand that problems with credit cards will arise from time to time. We are not the type of provider who will immediately jump on the suspension button as soon as your credit card is declined. Rochen allows a five (5) day grace period on invoices from the original due date before your account will be suspended.
If your credit card is declined then our system will automatically send a warning message to the email address that we have listed on file for you. For this reason it is very important that you keep your contact information updated with us at all times.
There are three main reasons that we see for credit cards being declined -
1) Insufficient Funds - Your credit card has insufficient funds available for us to process the charge.
2) Expired Card - The credit card we have listed on file for you may have expired. If this is the case, then please update your card information via My Rochen at: https://my.rochen.com with a new card.
3) Card Issuer Declined - Credit card issuers will sometimes decline legitimate transactions if they look suspicious or are outside of your normal spending pattern to help protect you from fraudulent use of your card. You should contact your card issuer to assure them that charges from Rochen are legitimate and then contact us to reprocess the charge.
Simply follow the steps above in the yellow box. Once the invoice is paid, the account suspension will be automatically lifted by our billing system. It may take 3-5 minutes for the unsuspension to complete.� If you notice that the account is still suspended for a prolonged amount of time after the invoice has been paid, please open a billing support ticket for assistance.