Payment Failed

Typical reasons for a failed payment

1. Insufficient funds or card limit reached

   • There aren't enough funds in your account, or your daily/monthly limit has been reached.

2. Incorrect or incomplete payment details

   • Typos in the card number, expiry date or security code (CVC).
   • Incorrect postcode/address during address verification.

3. Bank security check / 3D Secure

   • Your bank requires an additional approval (e.g. via SMS, app or TAN), and it isn't confirmed or is cancelled.

4. Declined by the payment provider

   • The bank or payment service provider classifies the payment as unusual or risky and blocks it as a precaution.

5. Technical error

   • Temporary disruption on our side, at the payment provider or an unstable internet connection.
   • The page breaks off when redirecting to the payment page, you don't get back to the shop after paying, or an unspecific error message appears (“An error has occurred”).

What to do if the payment doesn't work

1. Check payment details

   • Check the card number, expiry date, CVC and billing address.
   • Make sure the name matches the name on the card.

2. Check balance & limit

   • Check whether there are sufficient funds and no limit (credit card/daily limit) has been reached.
   • If in doubt, briefly ask your bank.

3. Confirm 3D Secure / approval

   • Watch out for push notifications or text messages from your bank.
   • Complete the authentication fully without closing the browser window.

4. Try another payment method

   • If one payment method repeatedly doesn't work, try an alternative payment method.

5. Switch browser/device

   • Try another browser, another device or incognito mode, in case it might be a technical error.
   • Check whether pop-up blockers are preventing the redirect to the payment provider.

In case of a technical error message

• Don't reload the page during an active payment process; wait until a clear message or the end of the process appears.
• If you get an error message, close the process and log in to your account with the payment provider (e.g. PayPal, Klarna). Check there whether a transaction has already been created before restarting the purchase if necessary.

When you should contact our support

Contact our support if:

• the payment fails several times in a row despite correct details
• your bank approves the payment, but the checkout still breaks off
• a technical error occurs repeatedly
• you're unsure whether your order might have gone through after all

Please have the following information ready:

• payment method used
• if applicable, the exact error message (a screenshot helps)
• date/time of your last payment attempt

In case of a technical error message, describe your issue via our contact form. We'll then check – together with our payment service provider if necessary – whether an order was created and help you complete the payment successfully.