My payment failed what can I do?
When your payment fails, you will receive a notification in the widget with further details on why and the next steps you can take. There are many reasons a payment can fail, and if you don't understand why yours is failing, please contact our support team for further details.
My payment is failing due to 3D Secure Authentication, what is it?
3D Secure is an authentication method to improve the safety of online payments. Your bank will redirect you to their page or pop-up and issue a challenge to confirm that you are requesting this payment. This is usually completed by entering an OTP (one-time password), which could be sent via your banking app, SMS, or email.
What if I didn't receive the challenge?
Your bank may not send you to 3DS for various reasons. For example, they may not be equipped to handle it or decide to decline the transaction due to risk screening.
What can I do?
If you attempt to make a purchase with a VPN turned on, some banks will automatically block your 3DS challenge so you can try again with it turned off. Otherwise, the only course of action is to contact your bank and ask them for more details on why you were not redirected to 3DS or why it was declined.
The order failed, but my card was charged
Sometimes, your bank will place a hold on the funds even though the payment failed. This may appear as a successful or pending charge in your banking app. If it doesn't clear after some time, please contact your bank for further details.
My order is still pending?
If your payment was successful but your order still shows a pending status, it can be because we are waiting on a certain number of blockchain confirmations before we show a successful status. This is to ensure that the transaction is actually successfully confirmed on the blockchain.
You can check the email receipts we sent you for the final status and also find the transaction ID in the order details, which you can use to check on the blockchain explorer.