Payment Issues
This guide is intended to help you in case you were not able to successfully complete your order in our online store.
Payment Issues and Solutions
A small part of our customers experience issues when placing orders for their licenses in our online store. This may be caused by various things, and some of the most frequent ones include:
1. When paying with a credit / debit card:
Wrong information provided in the ordering form
Make sure that you are entering correct details in the ordering form when placing the order. Entering even partially incorrect details may cause your order to be rejected by the payment system.
- You must enter your real name - the same as on the card that you are using for the payment.
- You must enter the card number correctly.
- You must choose a correct card expiration date.
The card security code that you entered does not match what the credit card company has on file
Read more about card security codes.
Fraud hold on the card
Another possible reason for the decline by the credit card company is that there is a fraud hold on the credit card, which happens sometimes when the credit card company sees a transaction they do not believe fits with the customer's normal buying pattern and they worry that it might be fraudulent.
Solution: contact your bank or the credit card issuer (Visa, MasterCard, American Express, etc.) to determine what might be causing this issue.
Wrong card settings
Please check if your card has Internet transactions allowed. There may also be a restriction placed on it by the credit card company that it may not be used outside of your country. To purchase our products, you need a credit card with transactions to USA allowed.
Solution: contact your bank or the credit card issuer (Visa, MasterCard, American Express, etc.) to determine what might be causing this issue.
Insufficient funds on your account
Please make sure that you have sufficient funds on the account you are paying from.
Note: depending on the case, the charge may be with tax included, or without it. Therefore it is best to have about 25% more funds on the account than the price of the product. The tax is added for all orders submitted from the European Union, unless a valid EU VAT ID is entered during the purchase.
Spending limit set too low
Solution: in such case, you will either need to contact your bank and have them increase the spending limit for you, or do it yourself in your online bank account settings.
Paying from a different country than the credit card is registered in.
Solution: sometimes the system may block payments which are performed from a location far away from where the credit card is registered. In such case you should contact your bank and explain to them that you are abroad. You may also need to contact our e-commerce operator for more details.
The card is expired
Please make sure that the credit card you are using for the payment is still valid.
Note: if you have recently activated a new card, the old one will most probably be deactivated even though the expiration date may suggest it is till valid!
The payment was blocked by the card issuer for some other reason
Solution: Contact your bank or credit card issuer (such as Visa, Master Card, etc) to find out what went wrong.
2. When paying with PayPal:
PayPal errors may sometimes mean that there is an issue with the credit card associated with your PayPal account. In such cases, the above (credit card) issues and solutions apply.
PayPal does not provide any details about the payment failure to us or our e-commerce operator. Possible reasons for this include, but are not limited to:
- The billing address associated with the financial instrument could not be confirmed. This basically means that the customer details entered during the purchase in our online store differ from what PayPal has on file.
- The transaction exceeds the card limit. Please make sure that you have sufficient funds on the account you are paying from.
- The transaction was denied by the card issuer. Contact your bank or credit card issuer (such as Visa, Master Card, etc) to find out what went wrong.
Solution: please contact us by submitting a support ticket, and we will contact PayPal on your behalf if that's possible. Sometimes the customer has to contact PayPal himself, as PayPal provide some information to the account holder only.
3. I wasn't able to finalize the payment process, but the money from my account disappeared!
If a charge has appeared on your credit card, even though the order itself was canceled or failed - it is a so called "pre-authorization charge". It is temporary, and this action is performed by your credit card issuer. We or our online store operator, have no control over this process. The charge usually disappears within one week.
4. I want my VAT back! What should I do?
Do not cancel your subscription and contact us as quickly as possible. We will be able to add the VAT ID to your existing order, and refund the incorrect VAT charge, unless your local tax office has already collected your payment (which usually happens within 30 days from placing the order).
What to do?
First, check the solutions suggested above - correcting mistakes, contacting our e-commerce operator and bank / card issuer / PayPal, re-submitting the order with a fresh browser session or using a different browser.
If none of those solutions works, you should contact us from the e-mail address to which the new license should be assigned, additionally providing us with your failed order number (it is displayed in our online store when your payment fails). We will do our best to fix the issue manually, or will send you a new payment link to complete a new order. If you wish, we can also contact our e-commerce operator on your behalf, and they may offer some further assistance.
If we cannot help you with placing your order in our online store, the last option is arranging a direct sale from our company using classic bank transfer. Please understand that due to technical reasons, we will consider this step only for extreme cases, after all other solutions fail.