One of the most common reasons why the payment was not recognized is that our payment processor received payment after the invoice expired. In such situations, we can either refund your payment or process the order, if possible.
🔁 What Happens If Your Payment Fails?
We mostly receive payments through cryptocurrency, payment cards, and SEPA, and each method may fail for different reasons. Here’s what you should know:
🪙 Crypto Payments
Cryptocurrency payments are processed by our payment providers. Sometimes, payments are declined due to:
Fraud prevention or suspicious activity
Network delays
Sending the payment after the invoice has expired (most common reason)
If you sent a crypto payment and haven’t received your gift card, please wait up to 3 business days and then contact our support team. If we can’t locate the payment on our end, we’ll refer you to the payment processor’s customer support to resolve the issue.
🪙 What Should You Do If the Crypto Payment Fails?
Double-check your payment: Ensure that you’ve made the payment and that the invoice hasn’t expired.
Wait up to three business days: Sometimes, payments can still process within this time.
If it’s still not resolved, contact our support team with the following:
Transaction hash
Screenshot as proof of payment
If we can't locate the payment, we’ll refer you to the payment provider’s support team to help resolve the issue.
💳 Card Payments
If your card payment failed, the transaction was likely reverted, meaning no funds were withdrawn from your account. Instead, your bank temporarily reserved the amount, which will be automatically released back to your available balance.
You might not see a refund on your bank statement, as the money was never actually charged.
Instead, the reserved amount will simply become available again, usually within 3 business days, but in some cases, it may take up to 7 business days depending on your bank's policies, the location of your bank.
💳 Common Reasons for Card Payment Failures:
Incorrect card details
Bank security measures
Insufficient funds or card limits
Issues with card verification
Temporary technical errors
💳 What Should You Do If the Card Payment Fails?
No action is needed. Since we never received your funds, the release is handled automatically by your bank and our payment provider.
Just wait, and the funds will appear back in your account soon.
If you'd like to try again, please verify your card details (card number, expiration date, and CVV) or use a different payment method.
If your funds are not released back after 7 business days, please contact your bank for further clarification.
💸 SEPA Payments
When you choose SEPA (Single Euro Payments Area) as your payment method, we’ll send you a payment request email with details to complete the transfer.
How SEPA Payments Work:
Make the payment as quickly as possible: The sooner you make the payment after receiving the details, the faster it will be processed. SEPA payments can take up to 7 business days to reflect in our bank account or system. This is dependent on weekend and holidays banking schedules and bank working times.
Payment Reference: Be sure to include the Payment Reference exactly as provided to ensure your payment is processed correctly.
Once we receive the payment, we’ll proceed with fulfilling your order and keep you updated.
💸 What to Do If Your SEPA Payment Fails?
Confirm Payment Details:
Make sure the payment was correctly initiated from your bank.
Double-check the IBAN, BIC, and payment amount for accuracy.
Wait for Processing:
SEPA payments can sometimes take up to 7 business days to reflect in our bank account or system.
Contact Support:
If you haven’t received your gift card after the usual processing time, reach out to our support team with:
Payment confirmation from your bank (bank statement or transaction history)
Payment proof, including screenshots and transaction details
Once we receive this information, we’ll investigate and help resolve the issue.
🚫 General Tips for All Payment Methods:
Check your payment details carefully before submitting.
Wait for at least 2-3 business days before contacting support if your payment hasn’t been processed.
Be patient — while payment failures can happen, our system will handle them as quickly as possible once we receive all the necessary information.
Multiple tickets won’t speed up the process — submitting more than one support ticket will only delay the resolution.