FAQ – Payment Issues
After I tried to make a payment, I received the message, ‘Your card has been declined’. What should I do now?
There are two main reasons why banks decline card payments: Either because your account or card has insufficient funds to process the transaction; even if your card has sufficient funds, there could be a limit set by your bank on how much you can spend per day. The attempted payment may be too high for your bank to authorise within the daily limit that is set.
Or, the second and most common reason is that your bank is blocking payment for security reasons; this is especially likely if you are paying from outside the UK.
In both these cases, the only way to resolve these issues is to call your bank and ask them why the payment is being declined and ask them for help to allow the payment to proceed.
My bank says they did not decline the payment and that the problem is at your end; please can you help?
It is common for a bank’s customer service representatives to be unable to determine why a payment has been declined. We cannot decline payments, only banks can do this. In nearly all these cases, this issue can be resolved by asking to speak with someone at the banks’ security department and asking them to remove any security blocks on the card.
When I try to submit a payment, I cannot click on the payment button. What should I do?
Please check you have added the 3-digit CVC number on the reverse of your card and ticked the T&C’s box.
If this is all done and the issue persists, it could be an issue with your browser.
The Safari browser can cause glitches on Rupert’s website, so we recommend using Chrome and making sure it is up-to-date and clearing your cache.
It’s still not working; please, can you help?
Try using a private browser or going onto incognito mode. If this works, it's because you have a plug-in interfering with the payment process. In addition, if you are using a corporate network, a firewall may be getting in the way.
Your website is asking me for a 6-digit code. I don’t have one. What can I do?
Your bank is asking you for a security code, not our website. In the UK, It is a common practice for all banks to ask for this code to proceed through an extra security step before they can complete your transaction.
Your bank will text or email this code to you or ask you to complete this extra security step through a mobile application.
If you do not receive the security code, please get in touch with your bank and ask them for help.
After I click ‘submit payment’ nothing happens, I’m unsure if the payment went through as I did not receive an email confirmation. What should I do?
Please check your spam folder to see if the confirmation email is there. If nothing is there, you can check if the payment went through in the ‘Orders’ section of the website here:
What can I do if I’m not sure why my payment did not go through?
Try logging out and logging back in again; clean your browser cache and try again.
You could also try using a private browser or going onto incognito mode. If that does not work, call your bank to ask for help.
When I add my payment card details, the website keeps taking me back to the start again and asking me to re-submit them. What can I do?
This could be due to an expired payment card causing a glitch in the system. Please check your stored cards on the website and remove any that have expired here:
If this problem persists, or you believe you have an expired payment card on the website that is not displayed here, please contact us at firstname.lastname@example.org, and we will be happy to help.
I do not have a credit card. Can I pay by bank transfer or PayPal?
You will need to use either Visa or Mastercard to make payments on the website. We do not accept bank transfers or PayPal. Many people who don’t have a Visa or Mastercard find that they have friends or family willing to make payments on their behalf. Another alternative is to apply for a pre-paid Visa or Mastercard to make purchases with.
I am experiencing an issue not mentioned above. Can you help?
Most payment issues can be resolved by calling your bank or making the payment while logged into Rupert’s website in a private or incognito browser. If you have tried these suggestions and the issue still persists, get in touch with us at: email@example.com, giving as much detail as possible about what happened when the payment failed, including screenshots if possible.