At a glance
Don't keep retrying the same payment. Find your situation first, because the right action is different for each:
Your situation | Do this first |
Declined, and no money left your account | Check the usual causes below, fix the one that applies, and try once more. If it still fails, message us |
Charged, but no account or login details | Contact us first. We can see the transaction and resolve it |
Possibly charged twice, or a charge you don't recognise | Message us with both charges before contacting your bank |
A payment problem goes straight to a person. You do not need to ask for one.
Fix this issue
Declined, with no charge
Your bank or payment method said no, and we cannot override that. One of these usually explains it:
Your bank declined an online or international payment. This is the most common cause. Approving the payment with your bank, or using a different payment method in your own name, usually fixes it.
Details don't match. The name, payment details or billing address differ from what your bank holds.
A limit was reached. A daily, single-payment or online spending limit on the payment method.
The payment method isn't in your name. Payments from someone else's card, account or wallet may be refused or reversed. Pay with a method in your own name (Terms §7.6).
Repeated declines can lock your payment method: several attempts in a row can trigger your bank's fraud protection. Fix the likely cause and try once more. If it still fails, message us with the product, size and the error shown.
Example: Your first attempt is declined. Instead of trying the same payment method three more times, which can make your bank lock it, you check that the billing address matches, approve the payment in your banking app and try once more. If it still fails, you message us with the product, size and the error shown.
The payment methods available to you are shown at checkout. See Which payment methods can I use?.
Charged, but no account
Contact us first so we can check. Delivery is normally within 24 hours of payment. If your login details don't arrive within 72 hours and we can't fix it, the fee is refunded in full to the original payment method. You can also cancel for a full refund before delivery (Refund & Cancellation Policy §4.1, §4.3).
If you paid and the credentials e-mail simply has not arrived, see I can't log in or didn't receive my credentials first. If your login details are still missing, message us with the e-mail address you used. Not sure whether your order went through at all? A person can check that for you: message us with the e-mail address you used at checkout.
Possible duplicate charge
Charged twice. A duplicate charge for the same order is one of the cases we review for a refund. Message us with both charges.
A charge you don't recognise. It appears as EVERFUNDED, or under the name of the payment agent shown at checkout. Message us before contacting your bank.
What to send
Message us in Messenger, or e-mail [email protected], with:
the e-mail address you used at checkout;
the product and account size;
the approximate time of the attempt (in UTC if you can);
the error message, or a screenshot with card details hidden.
Never send full card numbers or passwords in chat or e-mail.
What happens next
A person checks the payment against our records and helps you complete your order. If you were charged and have no account, a person can see the transaction and resolve it. A duplicate charge is reviewed for a refund. See Can I get a refund?.
Key rule: Contact us before starting a chargeback. Most charge problems are fixed faster directly. Your right to dispute a genuinely unauthorised charge with your bank is not affected. A chargeback for a purchase you made and received, raised without contacting us first, can lead to the account being closed under the Terms.
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Next step
Message us in Messenger, or e-mail [email protected], with the four things listed above. A person checks the payment against our records and helps you complete your order — you do not need to ask for one.