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Having Trouble Completing Your Payment?

Most payment issues can be resolved by checking your card details, available balance, bank approval, and checkout information.

If your payment did not go through or checkout stopped before completion, do not submit the payment repeatedly without first checking the possible cause.

A failed or incomplete payment does not always mean there is a problem with your account. The payment may have been declined by your bank, blocked for security reasons, interrupted by a technical issue, or rejected because some checkout information was incorrect.

Before trying again:

  • Check that your card details are correct
  • Confirm that sufficient funds or credit are available
  • Review your billing address
  • Check whether your bank requires additional approval
  • Make sure your internet connection is stable
  • Confirm that the vehicle, part, or product is still available
  • Check your orders before creating another payment attempt

If you see a pending bank charge but no confirmed order, review the payment-status guidance before trying again.

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Frequently Asked Payment Questions

Simple answers to common checkout, card, bank, and payment-status concerns.

Why was my card declined?

The decline may come from your bank or payment provider because of incorrect details, insufficient funds, security rules, account limits, or disabled online payments.

Your bank may be able to provide more information.

Should I keep trying the payment?

Do not make repeated attempts without checking the cause.

Repeated declines may trigger temporary security restrictions or create multiple pending bank entries.

Can I use a different card?

Yes, where the checkout supports it.

Make sure the card is authorised for online payments and that the billing details are correct.

Why did checkout close or refresh?

The payment session may have expired, the connection may have been interrupted, or the payment provider may not have returned a final response.

Check your order history before trying again.

I received no confirmation email. Did my order fail?

Not necessarily.

First check your account order history and spam or junk email folder. If no order exists, review your bank status before retrying.

What does a pending charge mean?

It usually means the bank has temporarily reserved the amount but has not completed the transaction.

The amount may be released automatically if no successful payment is captured.

What should I do if I was charged twice?

Confirm that both transactions are completed rather than pending.

If two completed payments relate to the same order, contact support with the order number, dates, amounts, and available transaction references.

Can support complete the payment for me?

Support may help identify the issue, but they should not ask for your full card number, PIN, password, or security code.

You will usually need to complete payment yourself through the secure checkout.

What if the item becomes unavailable?


If the vehicle, part, or product is no longer available, you may need to remove it from your basket or select another item before checkout can continue.

How do I report a payment problem?

Provide your order number if available, the item involved, payment method, approximate payment time, displayed error message, and transaction reference.

Do not include sensitive banking credentials.

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Why Your Payment May Have Failed

Payment providers and banks can decline a transaction for several security, account, or checkout-related reasons.

Incorrect Card Details

The card number, expiry date, security code, cardholder name, or billing information may have been entered incorrectly.

Check the details carefully and avoid copying spaces into payment fields.

Insufficient Funds or Credit

The account may not have enough available balance or credit to complete the transaction.

The bank may also consider other pending transactions when calculating the available amount.

Bank Security Block

Your bank may block the payment because it appears unusual, high-value, international, or different from your normal spending activity.

You may need to approve the transaction through your banking application or contact your bank.

Online Payments Are Disabled

Your bank may block the payment because it appears unusual, high-value, international, or different from your normal spending activity.

You may need to approve the transaction through your banking application or contact your bank.

Billing Address Does Not Match

The billing name, address, postal code, or country entered at checkout may not match the information held by the bank.

Use the billing information connected to your payment method.

Technical or Connection Issue

Checkout may fail because of an interrupted connection, expired session, browser problem, payment-provider timeout, or temporary website issue.

Refresh the page carefully and check whether an order was already created before retrying.

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Charged by Your Bank but No Order Appears?

A pending bank entry is not always a completed payment or a confirmed order.

Sometimes a bank temporarily reserves an amount when a payment attempt is made, even if checkout does not complete.

This may appear as:

  • Pending
  • Processing
  • Pre-authorised
  • Reserved
  • Temporary hold

A pending charge may be released automatically if the transaction was not completed. The time required depends on the bank, payment provider, payment method, weekends, and public holidays.

Before trying again:

  • Check whether the order appears in your account
  • Check your email for an order confirmation
  • Review the bank entry to see whether it is pending or completed
  • Avoid submitting the same payment repeatedly
  • Keep any payment or transaction reference
  • Contact support if the charge becomes completed but no order exists

If two completed charges appear for one order, contact payment support with the relevant transaction details.

Never share your full card number, banking password, PIN, or security code with support staff.

Simple process

Follow These Steps Before Trying Again

A quick review can prevent duplicate payments, repeated declines, and unnecessary delays.

  1. Step one

    Check Your Order History

    Open your buyer account and confirm whether an order was created.

    Do not assume the payment failed only because the checkout page did not display a confirmation message.

  2. Step two

    Review Your Payment Details

    Check the card number, expiry date, security code, cardholder name, billing address, and selected payment method.

    Correct any errors before making another attempt.

  3. Step three

    Check with Your Bank

    Open your banking application or contact your bank to confirm whether the payment was declined, blocked, or waiting for approval.

    Your bank may ask you to verify the transaction.

  4. Step four

    Try a Safe Alternative

    You may try another supported card, payment method, browser, or device.

    Avoid making repeated attempts in a short period because this may trigger additional security checks.

  5. Step five

    Contact Support if It Still Fails

    If the checkout continues to fail, contact buyer support and provide the approximate time, payment method, error message, item details, and any available transaction reference.

    Do not send complete card numbers, passwords, PINs, or security codes.