Why is my credit card order failing?

There are a number of reasons why you may be having problems using your bank, credit or payment card to pay for an order:

• Location
  • Some US banks may be blocking transactions due to the fact that we are based in the UK. Contact your bank and they should be able to let you know if this is the case and remove any restrictions.
  • VPN/anonymous proxy usage may cause a payment to be declined.
  • Discrepancy between country registered to a payment card and country you're transacting or making the payment from.
• Frequency
  • Banks may sometimes block the payment attempts until you've confirmed that it was you who initiated the transaction for:
    • A first time making a payment to us
    • Several recent payment attempts made with the card
    • Several recent payment attempts from IP address
  • Or if you make several quick transactions your bank may block the payment until they have confirmed that you have initiated the transaction(s). Making online purchases in several different countries or regions in the same day or regions in the same day can also trigger a lock from some banks. 
• Cards
  • Prepaid Vanilla Visa cards and PULSE cards are only accepted within the fifty United States and District of Columbia. These cannot be used at merchants outside of the United States.

The above examples are illustrative rather than exhaustive; in most of these cases, you can contact your bank and they will be glad to help, and you can also try with another payment method. Unfortunately, we cannot see any reason for payment failures and as such we are not able to tell you why a rejected payment may have failed.

If after you have contacted your bank you are still not able to complete your store payment, please open a ticket with our customer support team.

Submit a request