"Bummer, the billing address you entered doesn't match..."


You are receiving this error message because the billing address that you have typed into the website does not match the billing address on file with your bank or credit card company.

When you authorize a payment through our website, it sends the dollar amount and your billing address to our merchant processor, Stripe, for processing. Stripe sends that information to your bank, requesting an Address Verification System (AVS) check (e.g, Does Queue have the right billing address?). This is a fraud prevention measure. Presumably, a thief who steals your credit card will not know your billing address and will have a more difficult time using it.

Your bank performs the AVS check and either moves the money or tells Stripe that the AVS check failed, that the address from Queue did not match the address on file with the bank. This AVS check is done by your bank, not by Stripe and not by Queue.

If you have trouble getting your card to "go through," confirm that the address on file with us matches the address to which your billing statement is mailed. Some banks or credit card companies want the address to match where the physical cards were mailed, and not the address to which the statements are mailed.

Post office box addresses can cause problems, too. Due to an incompatibility between Stripe and some banks or credit card companies, addresses like "PO Box 123" may not match, even when you enter them correctly into our system. If you are sure that your bank or credit card company has a PO box address on file and your card is still being declined, try updating your address within Queue so that the number comes first (e.g., try "123 PO Box" instead of "PO Box 123").

We do understand how frustrating AVS mismatch problems can be and wish that there was something more that we could do to help. The test is performed by your bank, not our software. We cannot override it, even if you call in and give us your credit card number on the phone.

If you cannot get your card to "go through," try a different card or a different payment method. We apologize for this inconvenience and hope you understand that, to deter theft, we cannot accept a credit card or debit card if the AVS check fails.

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