Payment Failed or Charged but Not Delivered: Troubleshooting Guide

Payment declined, stuck at the cashier, or "my money was taken but nothing happened" — this page covers troubleshooting for the entire payment step.

Common failure causes

1. Card not enabled for online/overseas payments: many banks disable international online transactions by default — enable it in your banking app first;
2. 3D verification failed: SMS code expired or mistyped — just retry;
3. Insufficient balance / limit exceeded: per-transaction or daily limits — split the order or switch methods;
4. Provider risk control: unusual payment context (device/network/IP hopping) can trigger a block — try from a stable network.

Troubleshooting steps

1. Try another payment method: if PayPal fails, use a card, and vice versa;
2. Check your bank's SMS: look for a decline notice and follow its instructions;
3. Wait 5 minutes and retry: brief provider congestion often self-heals;
4. Switch network/device: rules out false risk-control blocks;
5. If nothing works: do not spam duplicate orders — contact live chat with your order number.

"Charged but not delivered" — what to do

Don't panic; follow this order:

1. Wait 3–5 minutes: payment callbacks occasionally lag and the order status may update shortly;
2. Check status on the Order Search page: order number + email;
3. Still nothing: contact support with the order number + a screenshot of the charge (amount, time, merchant reference). After verification we deliver or refund.

Rule: only successfully paid orders get delivered; unpaid orders are never charged. In the rare "charged but unpaid" case, the amount is returned via the original method once verified — your money is not lost.

Prevention

• Test the channel with a small amount before a large payment;
• Keep your network stable mid-payment; avoid switching networks during checkout.