My payment failed, what should I do?
Short answer
- I was charged but have no ticket, what happened?
- Most likely it was not charged but held. When a payment does not complete, your bank releases the hold and the amount returns to your card; the timing depends on your bank.
If you got an error at checkout, check these in order.
1. Were you actually charged?
In most failed payments the amount is held, not charged. Your banking app shows it as pending or as an authorization. Because the order did not complete, that hold is released and the amount returns to your card. The timing depends on your bank.
2. Did the 3D Secure screen open?
If it did not, your browser’s pop-up blocker may be in the way. Using the app or a different browser usually gets past it.
3. Did your bank approve it?
Card limits, cards closed to online shopping and foreign-use restrictions are the most common causes. Only your bank can tell you which; what reaches us is simply that the bank did not approve.
4. Check the details
The name on the card, the expiry date and the email address all need to be correct. A typo in the email address stops you before the payment step.
If the problem continues after all of this, write to us. If a CNR No was created at checkout, include it.