Payment difficulties

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Why didn’t I receive a confirmation email?

Placed an order, or at least you thought you did, because you never received an order confirmation email  ?

Start by checking the following: 

  • Could the email have been sent to another address? Confirmation emails are sent to the address used to place the order. In the event of payment by PayPal , our system uses the e-mail address and the delivery address associated with the PayPal account to confirm the order.
  • Have you looked carefully in the spam or junk mail folder of your e-mail box?
  • Go to the Orders section of your account to see if the order has been placed.


Before contacting us, make sure you have the information listed below ready. If, after all the recommended checks, you still cannot get your hands on your order confirmation email , please contact our customer service, who will be happy to help you.

  • Order number
  • Recipient’s full name
  • Email address entered on the payment page (or associated with your PayPal account , if this is the payment method used)
  • Delivery address

Error message at checkout

You were quietly placing your order when, all of a sudden, the message “ An error has occurred ” came to spoil the party?

Start by checking the following: 

Is the card number entered correct? 
Is the expiration date entered correct? 
Is the entered code correct? 
Does the billing address associated with the card match the billing address entered on the payment page?
Is the account used for payment sufficiently funded?
If you are using a Visa gift card, has it been activated?

Your browser or application may also be blocking the transaction. See our related articles ( website) to learn how to fix this issue.

If the error message persists despite all these checks, it is certainly a problem related to your bank. Contact her for help.

You can also retry the transaction with any of the other supported payment methods.

Why was the amount of my order debited twice?

During an online purchase, your bank or the issuing body of your credit card must validate the payment. The amount of the order is then blocked while the transaction is processed or until the payment authorization expires. Thus, even in the event of refusal of payment, it is possible that this sum still appears as blocked on your account (it depends on your bank).

Rest assured, this amount is not debited.

If the sum appears to be blocked for longer than expected, please contact your bank directly.

American Express

For 5-10 days, American Express (AMEX) cardholders may notice a purchase on their statement with two amounts, one showing as pending and one as confirmed. Once this period has passed, the pending amount should disappear. If you have any problems, please contact American Express Support directly.

Why is my payment still pending?

During an online purchase, your bank or the issuing body of your credit card must validate the payment. The amount of the order is then blocked while the transaction is processed or until the payment authorization expires. Thus, even in the event of refusal of payment, it is possible that this sum still appears as blocked on your account (it depends on your bank).

Rest assured, this amount is not debited.

If the sum appears to be blocked for longer than expected, please contact your bank directly.

American Express

For 5-10 days, American Express (AMEX) cardholders may notice a purchase on their statement with two amounts, one showing as pending and one as confirmed. Once this period has passed, the pending amount should disappear. If you have any problems, please contact American Express Support directly.

I can’t pay. For what ?

Having trouble placing your order? Here are some of the recurring problems that can occur at the time of payment:

  • The information entered is incorrect or incomplete . The fields to be confirmed will then appear in red.
  • The billing address must be the one registered with your bank , regardless of the delivery address of your order.
  • Your credit card information must be entered without spaces. Only VISA, MasterCard and AMEX cards are accepted.

PayPal

If you are having difficulty paying through PayPal, please contact PayPal customer service directly.

If the payment issue persists, check out this article to learn more about other payment methods available on the Printerval Marketplace.

I can’t pay with Afterpay/Clearpay. For what?

If you have any problems while paying with Afterpay/Clearpay, please contact their customer service. Please note that Afterpay/Clearpay is only available in the US, UK, Canada and Australia .

You can also retry the operation with other payment methods.

Why the hell was my prepaid card declined?

Prepaid Gift Cards must be registered or activated online prior to purchase. Without this step, the transaction will fail and charges may be incurred. To register or activate your card, follow the instructions on the back of the card or contact the appropriate assistance service ( Visa , MasterCard , American Express ).

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Payment difficulties

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