We have paid close attention to our ordering process, to make it as clear as possible, and above all as easy as possible for our customers.

However, despite these efforts, a few common issues may occur during your order.

My credit card payment is declined#

Credit card payments are processed by our payment partner Stripe. Stripe performs many checks for fraud prevention. If your credit card is declined, it is very likely an issue on your bank's side, such as:

  • Your bank account balance does not allow you to pay this invoice
  • Your credit card does not allow online payments
  • Your bank considers this transaction suspicious and blocks it
  • Your credit card has expired

If you are unable to pay, feel free to contact our technical support. Our teams will be able to check whether the block indeed comes from your bank, and provide you with more information if available.

My PayPal payment is declined#

PayPal payments are handled directly with PayPal. When a payment is declined, the PayPal website should inform you of the reason for this block directly during the payment process. However, if that is not the case, we invite you to first contact PayPal support. As a general rule, PayPal payment errors come from issues related to your PayPal account:

  • Insufficient balance to pay the invoice
  • PayPal detected unusual behaviour on your account and decided to block this transaction
  • Your PayPal account is not verified (at least one payment method registered)
  • Your credit card does not allow you to pay through PayPal

My PayPal/Credit Card payment was approved, but the invoice still appears unpaid#

In rare circumstances, your payment may not be instantly added to your invoice. In such cases, do not panic: it usually only takes a few minutes for everything to return to normal.

However, if after 15 minutes your invoice is still not paid, feel free to contact our technical support, providing as much information as possible: if it is a PayPal payment, you can provide us with the PayPal transaction number. If it is a credit card payment, you can provide us with the last 4 digits of your credit card and the (approximate) time of the payment.

My cryptocurrency payment was made, but the invoice still appears unpaid#

Cryptocurrency payments can take time to be confirmed: they are usually processed in under an hour, but some exceptional circumstances (an overloaded currency network) can extend this delay to several hours.

However, if after 6 hours you see no change, we invite you to contact our technical support.