Card payments from India

Customers in India using Indian-issued credit or debit cards may experience payment issues due to Reserve Bank of India (RBI) regulations on recurring payments.

Why are card payments failing?

The Reserve Bank of India (RBI) has introduced regulations requiring Additional Factor Authentication (AFA) and e-mandate registration for all recurring card transactions. This affects subscription payments, automatic renewals and saved card transactions.

If your card payment is failing, it is likely because your bank is declining the transaction to comply with these regulations. This is not an error with your card or with Sonetel — it is your bank following RBI rules.

How Sonetel handles India payments

For customers using Indian-issued cards, Sonetel processes payments as one-time transactions rather than recurring subscriptions.

Card details not stored
Your card details are not saved for automatic billing.
Manual entry required
Each payment requires you to enter your card details.
3D Secure authentication
You will need to complete standard 3D Secure authentication (OTP) for each transaction.

This approach complies with RBI regulations and ensures your payments are processed successfully.

Since your card is not saved, Auto-refill will not work with Indian-issued cards. You will need to manually refill your prepaid account when the balance is low.

What you need to do

Add funds manually
When your account balance is low, sign in at app.sonetel.com and go to Billing > Prepaid account > Refill to make a payment.
Set up low balance notifications
Go to Billing > Prepaid account and enable Notify me when account goes below. Select a threshold amount from the dropdown to get an email notification when your balance falls below that amount. This helps you refill your account in time and avoid service interruptions.
Consider annual billing
Pay once per year for your subscriptions to reduce payment frequency.

Alternative payment methods

If you are unable to pay with your card, you may want to try one of the following alternative payment methods.

PayPal
Indian credit and debit cards may work through PayPal for international payments. PayPal can also be saved as a payment method for automatic billing.
Google Pay
You may be able to use Google Pay to make payments.
Bank transfer
You can make an international bank transfer in USD. Minimum amount applies.

PayPal may have special requirements and limitations in India due to local regulations. These are imposed by PayPal and not by Sonetel. Please contact PayPal if you need more information about these.

Frequently asked questions

Why is my card being declined?
Your bank is likely declining the transaction because it does not meet RBI’s e-mandate requirements for recurring billing. Try making the payment again — Sonetel will process it as a one-time transaction.
Can I use Auto-refill with my Indian card?
No. Auto-refill requires a saved card, which is not possible with Indian-issued cards due to RBI regulations. You will need to refill your account manually.
Will my service be interrupted?
Your service may be interrupted if your prepaid balance runs out. We recommend enabling low balance email notifications and refilling your account in advance.
I have an international card. Am I affected?
No. Cards issued outside India are not affected by these regulations and can be saved for automatic billing as usual.

Need help?

If you have questions about payments or need assistance, contact our support team at support@sonetel.com.