Stuck at checkout? Here are the most common reasons and what you can do.
The payment won't go through
- Check that the card details are correct – card number, expiry date, CVV code and billing address.
- Try a different payment method.
- Contact your bank. Many cards are blocked for online purchases by default, and the bank may need to approve the purchase.
You get an error message in a field
- Check that all required fields are filled in.
- Check that the card message isn't too long (note that emojis and special characters won't come through on the card).
- Check that the postcode is correct and that you've selected an address from the list that appears.
The page freezes or loads slowly
- Reload the page: F5 (Windows) or Cmd + R (Mac).
- Try a different browser, or your phone instead of your computer.
- Clear your browser's cache and cookies.
It still doesn't work
Get in touch and we'll help you. Do tell us what's happening – which step you're stuck on and whether you're getting an error message, and if so which one. That way we can sort it out faster.
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