Transaction Troubleshooting

If you're having an issue placing an order, please review the following:


Before placing an order, please note that there are limits on the number of attempts per IP address and / or credit card. Continuous attempts after the limit will continue to receive declines.

Attempts include declines and approved transactions. Pending charges do NOT mean successful transactions. Pending charges can take 3 to 5 days to drop off the billing statement. PrimeMyBody cannot remove pending charges, you will need to contact your bank.

If you exceed the limit, you will need to wait 24 hours from the most recent attempt before trying again.

“Rejected Contact Cust Service” message means you have exceeded the limit or your transaction was blocked internally by our system (such as attempts outside your country). Your bank or credit card company will NOT see attempts with that message as it was blocked before being sent to the bank.

If you get a decline and you are sure you entered the information correctly, and you have not exceeded the limits, please call your bank or credit card company and escalate the call. We cannot re-try the attempt for you.

Issuer declined – call your bank.

Ensure you have entered the correct credit card number – 3 digit security code – 4 digit expiration date. VISA and Mastercard are the only accepted credit cards in the US and Mexico. We do accept JCB cards in Japan only.

Address Verification System

If you’ve verified you entered the billing address correctly, but still received this message then you need to call your bank or credit card company. The address where you receive statements isn’t necessarily the billing address the bank / credit card company has on file. It must match exactly what the bank / credit card company has on file down to the zip code.

International & Domestic Transactions

Transactions will not process from an international IP address. If you are traveling internationally your transaction will not process.

We do not accept international credit cards.

If you are traveling domestically, your credit card transaction might decline if you have not notified your credit card company or bank that you are traveling away from your home.

If you are using a debit card – your transaction might decline due to limits on # of transactions for that day or limits on daily dollar amount – those are restrictions from your bank.

Two step verification

You must have a valid mobile phone number. If you do not receive the code, you might not have entered your cell phone number correctly or your cell phone carrier does not accept short codes. You need to ensure that your cell phone carrier accepts short codes. Please contact your cell phone carrier. If you have opted out to receive messages, then you will not receive the short code.

PMB Support Reminders

A PrimeMyBody Support Agent may call an Affiliate or sponsor to verify an order at any time. Please help PrimeMyBody Support verify these orders in a timely manner so there are no delays in shipping these orders.

Remember that we automatically select insurance to be included on the order and we do encourage you to pay for the additional insurance.

Once your order has been shipped you will receive an email with the tracking information. Please do not contact Support to inquire about your order tracking or when it will be shipped, this information can be found in your back office once it has been shipped and you will receive an email notification to the account holder as soon as your order has been shipped.

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