If you can't complete your order, here are the most common causes and fixes.
1. Payment details
- Check the card number, expiry date, security code (CVV) and billing details.
- On the website you can pay by credit or debit card (through Stripe, which accepts most major cards), PayPal, Google Pay or Apple Pay (when your device supports them). Some prepaid or virtual cards may be refused by the bank.
- Try another card or another payment method. If the payment is refused, your bank can tell you why. See What do I do if my transaction is refused?.
2. Connection or browser
- Make sure your internet connection is stable.
- Refresh the page, or try another browser (we recommend Google Chrome or Microsoft Edge).
- Disable ad blockers or extensions that may block the payment window.
3. In the mobile app
Payments are handled by the App Store or Google Play. Make sure your store account has a valid payment method, update the app and try again.
Still need help? Our elves are happy to help: contact our elves using our support request form.