My payment was not completed
Check these causes in order, from the most frequent to the least frequent. Each one says how to recognise it, where it shows and how to finish the purchase.
The bank asked to confirm the payment
- How to recognise it
Checkout kept waiting or you got an email to finish the payment, because your bank asks you to confirm it.
- Where to check it
You see it in your bank's app and in the checkout, which asks for the confirmation again when you click the pay button.
- What to do
Open your bank's app and confirm the payment. If you closed the page, open the link in the email to finish the purchase with the same order.
The bank declined the card
- How to recognise it
The thank-you page says The payment was not completed and you have not been charged anything. The bank declined it because of funds, the card's limit or security.
- Where to check it
You see it on the thank-you page and in your bank's app, which shows the declined attempt.
- What to do
Go back to the product and pay with another card or another payment method, as ways to pay explains.
The payment is still being confirmed
- How to recognise it
You see We are confirming your payment and the page does not move on for a while.
- Where to check it
You see it on the thank-you page, which updates on its own.
- What to do
Wait a few minutes without paying again. If after a while you get the purchase email, it is done. If it does not arrive within an hour, write to the store with the time of the attempt.
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Need to talk to someone?
The creator of the store sold you the product. They handle access, changes and refunds for your purchase.
Open the store from your purchase email and tap “Help” at the bottom of the page.
For a charge you don't recognise, buyer protection or your data, write to OnBio. Write to support