It's frustrating when your payment doesn't go through. Usually, it's resolved quickly. Below, you'll find out what may have happened and what you can do.
Has my order been placed?
No. If the payment fails, your order has not been placed and you will not receive an order confirmation. Your device has not been reserved for you yet. So try again if you still want to place the order.
Why hasn't my payment gone through?
There may be several reasons:
- You cancelled the payment: did you accidentally go back or close the screen? Then the payment was cancelled.
- Insufficient funds or limit reached: check your balance and daily limit with your bank.
- Verification failed: payments with iDEAL, Bancontact or a credit card must be approved by your bank or credit card company.
- Klarna or in3 did not approve you: these payment methods carry out their own checks. We have no influence over this process and cannot change the outcome.
- A technical fault: sometimes there is a temporary fault with your bank or the payment environment.
- Your session has expired: did checkout take a long time? Then the payment may have been cancelled.
What can I do?
- Try again: put your device in your basket again and complete the checkout.
- Check your details: are your name, address and (for a credit card) card details correct?
- Choose another payment method: if iDEAL doesn't work, try a credit card, Apple Pay or Google Pay, for example.
- Try another browser or device: sometimes it helps to refresh your browser, clear your cache or use your phone instead of your computer.
- Wait a moment: if there is a fault, it is often resolved after fifteen minutes.
Is Klarna or in3 not working?
These payment methods require approval from Klarna or in3 themselves. If they are declined, there is unfortunately nothing we can do about it. Contact Klarna or in3 if you want to know why, or choose another payment method.
Has the amount been debited?
Can you see that the amount has been debited from your account, but you have not received an order confirmation? Then read the article Has the amount been debited, but have I not received a confirmation? In that case, do not try to place your order again immediately, so that you do not pay twice.
Is it still not working?
Contact our service desk. State which payment method you used, which device you want to order and which error message you see. A screenshot will help us investigate it quickly.
We are available on working days from 08:00 to 17:00 via WhatsApp, chat, telephone and email.