# Troubleshooting Payment Decline (Error Code 491)

> 💡 **Quick Summary:** Error 491 is a card security decline. It happens because our payment gateway uses 3D Secure (3DS) and requires 2-Factor Authentication (OTP).

### 🔍 Detailed Guidance

- **The Gateway:** Payments on our portal are processed through Cybersource (owned by Visa), requiring strict security checks to block malicious bots.
- **The Solution:** Try checking out with an alternative card that has 3D Secure / OTP enabled. If your international bank blocks the transaction, you may need to call them to authorize a payment to Sri Lanka.

### ⚠️ Critical Alerts & Requirements

- **Charged but No Pass?** If your card was charged but you did not receive your pass due to a page timeout, email **info@thepekoetrailsrilanka.com** with your payment receipt PDF, registered email, and the stage date. Our team will manually verify and issue the pass.