Troubleshooting Payment Issues

Having trouble making payment?

If you've encountered an error while attempting payment, this article will help to solve some common payment issues. Please note that we support many payment methods that you can also try, which you can find more information about here.

Below, you will find further information about what do check to ensure a smooth checkout process when making payment through credit/debit card:

Jump to your specific error message:

  1. "The Card was declined"
  2. "Account already exists, sign in to complete payment"
  3. I am receiving a different error

 


"The Card was declined"

This error message is the most general and commonly seen error message during checkout as there are many factors as to why a card may be declined. 

 

Your bank may have more detailed information. There are many factors which may cause your card to be declined such as insufficient funds, purchase limitations, security policies, and more. We recommend reaching out to your bank to assist in resolving payment issues. 

 

Here are a few questions to check while working to resolve payment issues:

  • Is all of your information correct? 

    Please ensure that all of your billing information (first name, last name, billing address, etc.) is correctly input before attempting payment.  

  • Is your card open to international transactions, and does it have an international spending limit?
    As we are based in The Netherlands, most often this payment will be considered and international payment. In some cases, banks will also limit the amount that you are able to spend per day or per month. 
  • Do you have sufficient funds?
    In some cases, you may not be checking out in your home currency. Conversion rates may cause a difference in the initially expected amount. 

In the event that you have cleared all information with your financial institution, and are having continued errors with the checkout, please contact our Support Team directly. We would be happy to ensure that you are able to complete your payment smoothly.


"Account already exists, sign in to complete payment"

 

This error message will occur for members who have previously purchased a product with the installment plan option. Although your installment plan may not be active, your records may still be. 

 

In order to resolve this issue you will need to contact our Support Team directly

 


 

If you are receiving an alternate error message or are having continued errors with the checkout, please contact our Support Team directly. We would be happy to ensure that you are able to complete your payment smoothly.