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Payment Problem

We've tried to take payment from the credit or debit card you specified when placing your order but regrettably, our merchant service bank tells us that your card issuer has declined to take the transaction. This can happen for a number of reasons such as:

  • Wrong expiry date given
  • Insufficient funds or credit available
  • Card billing address you gave us doesn't match the card records
  • Transaction is above the card's limit
  • Bank computer systems not working properly
  • Foreign card requiring customer contact for mail order
  • New card not yet authorised for use
  • Incorrect CVC Digits entered
  • Other clerical error
  • The card is American Express or Electron (not currently accepted by us)

As you'd expect, for confidentiality reasons your card issuer can't tell us why your card has been declined. Our advice is to contact your card issuer directly before asking us to try authorisation again. We've sent you an email containing further advice on what to do next.

The quickest resolution is often to amend your payment method to choose a different credit or debit card if you have one.

Whilst we'd love to process your order straight away, we need to hold it for now until this issue is resolved. Our team will be pleased to assist in resolving this as quickly as possible for you. Please contact them using our online 'Chat Service' - you'll see a link on the right hand side of the screen.

 

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