What to do if a payment fails

These are examples of the main screens. Available buttons depend on the payment method and order status.

The site is still processing the payment. Wait: the page checks the result roughly every 5 seconds. After about two minutes of checks, “Check again” becomes available.

1. Use it if the status has not changed.
2. Check your banking app for a charge or a hold on the amount.
3. If money was charged, is being held, or the result is unclear, contact support before starting another payment.

If you definitely did not pay and want to close the attempt, use “Cancel this payment” when available. The site checks with the payment provider first. It processes a confirmed payment; a hold or a failed status check may prevent cancellation.

Cancelling an unfinished payment does not request a refund of money already paid. See How to request a refund.

The site received a refusal, or the attempt was cancelled. This screen alone does not establish what happened in your bank account.

• No charge or hold: use “Try again”. Return to your content, review the order and start payment again. You can choose another available method. See How to pay for a publication.
• Charged, on hold, or unsure: do not pay again. Send the transaction details to support.

Payment has already started for this order. Resolve that attempt before creating a new one.

The buttons for continuing payment and changing the method are not necessarily shown together. After cancellation succeeds, “Previous payment closed” appears. Return to the order and choose an available method.

Cancellation unavailable or unsuccessful? Check the status and contact support. Do not create another publication to bypass the unfinished payment.

The payment is confirmed. This does not mean the content has been approved: it may be under review, rejected or taken down later. Read the message below the heading and use the screen’s button to open the content or your publication list.

You do not need to pay again to move the publication forward.

This is a checking error, not confirmation of either failure or success.

1. Open Settings → Billing.
2. Find the transaction by date and amount, and compare it with your banking app.
3. Contact support if the result is unclear or the records disagree.

Create a support request. Include the date, amount and currency, payment method, content link and the message on screen. Add the payment ID if shown, or the INV-… invoice number. A row number in the history is not a payment ID.

Hello! Payment on [date] for [amount and currency], using [method]. The site says [message]; my bank shows [charged / on hold / no transaction]. Content: [link]. Please help check the result.

If you see two charges, include both, even if the site lists only one. Do not pay again. Hide your full card number and unrelated transactions in screenshots. Passwords, CVV and SMS codes are not needed.

Once rejection or cancellation of an unfinished payment is confirmed, reserved points are released. Closing a tab does not cancel the payment. If its status has changed but points have not returned, mention this in your request.

See Points and referrals.

Still need help? Read Contacting support.