Payment failed
This article helps if a payment was interrupted, money was charged without confirmation, or an order is overdue. Find your symptom in the table.
In short. Money was charged, but the order is “Awaiting Payment” — refresh the page after 1–2 minutes. Payment was interrupted — click “Pay now” in “My orders”. The order is “Overdue” — place a new one.
Quick diagnosis
| Symptom | Possible cause | What to do |
|---|---|---|
| Money was charged, but the order is “Awaiting Payment” | Confirmation from the payment system arrived with a delay | Refresh the page after 1–2 minutes. If that doesn't help, write to the support chat |
| After clicking “Back” or cancelling on the payment page, you returned to the checkout page with an error | The payment wasn't completed, the order stayed unpaid | “My orders” → “Pay now” |
| Status “Payment time has expired” or “Overdue” | The time to pay has run out | Place the order again |
| “This payment method is available from … UAH. Your order amount is too small — add more items or choose a different payment method.” | The amount is below this method's minimum | Add more items or choose another method |
| “The selected payment method is not available for this order type” | The method doesn't work for this order. For example, “Pay with Skins” is for boost only | Choose another method |
| “Please choose a payment method” | No tile is selected | Choose a tile in the “Pay” block |
| “There was an error with the order price. Please refresh the page and try again.” | A price calculation error on the page | Refresh the page and try again |
| The payment method you need is missing, for example PayPal | The set of methods depends on the order type, language and currency | Change the currency or choose another method |
| The amount on the payment page is in dollars | Crypto and “Pay by card” convert the amount to USD | That's normal. To pay in your own currency, choose Stripe |
| Cashback balance shows 0 | Cashback was deducted for an unpaid order | Delete the unpaid order or wait for the automatic return |
Money was charged, but the order is “Awaiting Payment”
Symptom. Your bank shows a charge, but your account dashboard shows the “Awaiting Payment” status.
Possible causes. Confirmation from the payment system arrives with a delay.
Solution.
- Wait 1–2 minutes.
- Refresh the order page.
- If the status hasn't changed, write to the support chat. See below for what to include.
Don't pay for the order a second time until support replies.
Payment interrupted or payment page closed
Symptom. You clicked “Back” or cancelled the payment and returned to the checkout page with an error message.
Possible causes. The payment wasn't completed. The order was created but not paid.
Solution.
- Open “My orders”.
- Find the unpaid order and click “Pay now”. The payment page opens.
- If you no longer need the order, click the trash icon to delete it. Any cashback you used comes back immediately.
Payment time has expired
Symptom. Your account dashboard shows the status “Payment time has expired” or “Overdue”.
Possible causes. The payment link is valid for about 24 hours. For listings it's 2 hours, for requests 120 minutes after you choose a booster (at the time of writing).
Solution. You can't pay for such an order. Place the order again. If you used cashback, it comes back automatically within a day.
When to contact support and what to include
Write to the support chat if:
- money was charged, but the status didn't change after you refreshed the page 1–2 minutes later;
- the error on the checkout page keeps coming back after a refresh.
Include in your message:
- the order number;
- proof of payment: a screenshot or receipt from your bank or payment system.
For how to write to us, see Contacting support and Tickets.
Important. Don't dispute the payment with your bank (chargeback) instead of contacting support. This leads to your requests being put on hold and your service being restricted.
FAQ
How long should I wait for payment confirmation?
Refresh the page after 1–2 minutes. If the status hasn't changed, write to support.
Can I pay for an overdue order?
No. Place a new order.
What happens to the cashback I used on an unpaid order?
It comes back. If you delete the order — immediately; when the payment period ends — automatically within a day. That's why your cashback balance may temporarily show 0.
My bank declined the card. What should I do?
Try another payment method. Your bank can explain why the card was declined.
Do I need to request a refund for an unpaid order?
No. Just delete it from the list.