Troubleshooting Payment Issues

If a payment doesn't go through, the order isn't created and you aren't charged. Here's what to check.

Card declined

• Check the card number, expiry date, CVV and billing postcode match your card exactly.
• If your bank sent a confirmation prompt (3-D Secure) to your phone or banking app, approve it and try again.
• Try a different card, or PayPal.
• If it keeps failing, contact your bank. A decline is their decision and they can tell you why — we can't see the reason.

PayPal problems

• Make sure you're logged in to the right PayPal account and it has a valid funding source.
• If PayPal shows an error, it's usually on their side — PayPal support can help.
• Try paying by card instead.

Subscription renewal failed

If a renewal payment fails — expired card, replacement card, insufficient funds — we'll email you. Update your payment method in your account and the renewal will retry. A single failed payment doesn't cancel your subscription.

Charged but no confirmation

Check your spam folder first. If you were charged and have no confirmation email within an hour, raise a ticket with the date, amount and last four digits of the card, and we'll trace it.

Still stuck? Raise a ticket.