For Help and Support with applying or renewing for membership online or conference registration, please contact our dedicated support representative using the form at the bottom of this page. Please read through all the questions and answers before submitting.
Please see below for common questions and answers:
Tip: Always review your checkout amount before submitting for your card to be charged. You will see a window to the right of the final checkout screen with a dollar total. You can always go back and edit via the “Review & Change Cart” link.
I got a message that says “Your payment was declined for the following reason: This transaction has been declined. Please contact your card issuing bank for more information (Response Reason Code: 2)”
This most commonly is seen when the billing address, zip code or CVV (3 digit card code) doesn’t match your card. Your bank will most likely say the transaction went through – they will preauthorize the funds – but the transaction itself will not complete – similiar to a hotel incidental hold or car rental hold.
It’s best to try again with the correct information or to wait 2-3 days for the hold to ‘lift’ and then try again if all available funds have been used.
What we have found with TPHA members is that the billing address is the home address, not work address.
I got a message that says “exceeds fraud settings”. What do I do?
This is most commonly seen when the ‘captcha’ (“I am not a robot”) is not completed. Try going back and completing the ‘captcha’.
My membership looks like it will charge “Twice”, i.e. $60 instead of $30.
This most commonly happens when you enter your info, then go back and add a section membership from the billing screen. Use the “Review & Change Cart” feature to go in and remove any extra membership or change the quantity from “2” to “1” or change the quantity back to 1 on the checkout screen in the grey box to the right. See graphic below under “Why do I seem to need to enter my information in twice?”
For a refund on this basis click here to submit a refund request. All refunds are issued by check and refund requests are subject to approval by TPHA.
My membership or registration didn’t go through even though I submitted my billing information.
This most commonly happens when a field is missed, i.e. a city, state, phone number, etc. Try reviewing your checkout page and looking for any message that says ‘this field is required’ and try again. See graphic below under “Why do I seem to need to enter my information in twice?”
Why do I seem to need to enter my information twice?
The first screen for membership or conference registration is for your complete information, the second is for billing information. They are often different especially for state employees so we do need to collect two complete sets of information.
My question or problem isn’t on here.
Please let us know what it is. Chances are others have the same problem too. For Help and Support with applying or renewing for membership online or conference registration, please fill out the form below. A response should be sent within 24-48 hours.