What to do if a payment fails?
Updated on 16 August 2026
If a payment fails or is cancelled, your token balance is not changed and no amount is charged to you: you can go back to the pack page and restart a payment at any time. You are also notified of the failure.
Check the notification received
In case of failure, a notification informs you that the payment did not go through. No token was credited, and there is nothing for you to cancel on your side.
Try again from the Packs page
Go back to the Packs page, choose the desired pack again and restart the payment. Each attempt creates a new transaction: there is no risk of being charged twice for a payment that failed.
Frequently asked questions
Was I charged if the payment failed?
No. Tokens are only credited, and the transaction only considered successful, after explicit payment confirmation from the provider.
The issue persists after several attempts, what should I do?
Contact support via the Contact page, specifying the transaction reference shown on the payment page.
Another question?
Our team replies Monday through Friday.