Troubleshooting & FAQs
A payment failed or was declined
What a decline means, whether you were charged, and what to try next.
What it is
A declined payment means your bank refused the charge. Nothing was taken. A pending authorisation may appear briefly on your statement and clears on its own.
When to use it
When a payment does not go through, or when you are worried you paid twice.
Who can use it
Anyone.
Where to find it
Step by step
Open My Payments and check whether the payment is there before trying again.
If it is not, try again — most declines are transient.
Check the card details, especially the expiry date and the billing postcode.
Try a different card.
Call your bank. International and online payments are commonly blocked by default, and only they can lift it.
If the money left your account but the order did not update, contact support with the date, the amount and the last four digits of the card.
Never send a full card number, expiry or security code to anyone — including us.
What you should end up with
If something goes wrong
- I think I was charged twice.
- Check My Payments — a duplicate charge would be listed. If two payments appear for the same thing, contact support and we will refund one.
- The money is gone but the order says unpaid.
- Wait ten minutes; confirmation comes from the payment processor and can lag. If it is still wrong, contact support with the time and amount.
- I have a pending charge for a payment that failed.
- A failed attempt can leave a temporary authorisation. Banks release these automatically, usually within a few working days.
Related guides
Still stuck? Tell us what you were trying to do and what happened instead.