Payment Issues
Payment Issues and Solutions
Customers may face various issues when placing orders. Below are some frequent problems and how to resolve them:
1. When paying with a credit / debit card:
Ensure you provide accurate information on the ordering form. Even partially incorrect details can lead to order rejection.
- Enter your real name as it appears on the card.
- Enter the card number correctly.
- Select the correct card expiration date.
Solution: If you suspect an error, submit a new order after closing all browser windows and starting a fresh session. Using a different browser may also help.
Card security code mismatch
Ensure the security code matches the one on file with your credit card company.
Read more about card security codes.
Fraud hold on the card
Your card may have a fraud hold, which is common when transactions don't align with your usual spending patterns.
Solution: Contact your bank or card issuer to resolve the issue.
Incorrect card settings
Check if your card allows internet transactions and if there are any country restrictions.
Solution: Contact your bank or card issuer to adjust the settings as needed.
Insufficient funds
Verify that your account has enough funds to cover the purchase and potential taxes.
Note: Taxes are added for EU orders without a valid VAT ID, so ensure you have an additional 25% funds available.
Spending limit set too low
If your card's spending limit is too low, you may need to adjust it.
Solution: Contact your bank to increase the limit or adjust it yourself in your online banking settings.
Paying from a different country
Transactions from a location far from where the card is registered may be blocked.
Solution: Inform your bank of your location and contact our e-commerce operator for assistance.
Expired card
Ensure your card is valid and has not been replaced by a new one.
Note: Newly activated cards may deactivate the old ones before the expiration date.
Other card issuer blocks
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 can indicate issues with the associated credit card. The solutions for credit card issues apply here as well.
- Confirm the billing address matches PayPal's records.
- Ensure the transaction doesn't exceed the card limit.
- If denied, contact your card issuer for details.
Solution: Contact us for assistance with PayPal-related issues.
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. Requesting a VAT refund
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).
Next steps if issues persist
- Review the solutions provided above.
- Contact our e-commerce operator, bank, card issuer, or PayPal as appropriate.
- If the issue remains unresolved, submit a support ticket using the email address for the new license and provide the failed order number.
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.