> For the complete documentation index, see [llms.txt](https://guides.paynow.gg/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://guides.paynow.gg/for-your-players/payment-problems.md).

# Payment Problems

Checkout failed, or the money left and the order did not appear. What to do depends on how you paid.

## Your card was declined

PayNow does not decide this. Your bank does, and it does not tell us why.

The two common causes:

1. **You did not finish the bank's confirmation.** Many cards send a prompt to your banking app or by text. Close nothing until it completes and the checkout returns.
2. **Your bank refused it.** New merchant, unusual amount, or a country it does not expect.

Try the payment again and complete any prompt your bank sends. If it fails twice, call your bank or use a different payment method. Repeating a declined card usually keeps failing.

A declined payment takes no money. If you see a charge for one, it is a pending authorisation and it drops off on its own, normally within a few working days.

## The payment timed out

If every attempt shows as timed out, the money never reached PayNow — there is no order and nothing to refund from this side. Anything showing on your statement is a pending authorisation that falls off when your bank updates, normally within a few days.

If a charge is still sitting there after that, contact support with the date and amount.

## Your subscription payment failed

If a subscription that was working suddenly stops, the usual cause is the card being replaced, expiring, or the recurring approval being withdrawn. Cancelling a payment method at your bank also stops the subscription.

Update or re-purchase from the store you bought from. See [Manage My Subscriptions](/for-your-players/manage-my-subscriptions.md).

## You paid with cryptocurrency

Crypto is the one payment method where a mistake cannot be undone.

{% hint style="danger" %}
**Send the exact amount the invoice asks for, on the exact network it names.**

Send too little, too much, or on a different chain, and the payment cannot be refunded or returned. There is no recovery process for it. Check both figures before you confirm the transfer.
{% endhint %}

| What happened                  | Where it stands                                                      |
| ------------------------------ | -------------------------------------------------------------------- |
| Sent less than the invoice     | The order will not complete, and the amount sent cannot be refunded. |
| Sent more than the invoice     | The difference cannot be returned.                                   |
| Sent on the wrong network      | The funds cannot be recovered.                                       |
| Payment says **blocked**       | Held by the crypto payment provider for review.                      |
| Crypto not offered at checkout | Not available in every region. Use another method.                   |

A blocked payment is held by the payment provider that handles crypto, under their own review process. That review is theirs, not PayNow's, and PayNow cannot decide it or speed it up. If the provider releases the payment your order completes, and if they refund it you will be emailed about it directly.

If your order did complete and the item never arrived, that is a delivery problem rather than a payment one. See [Purchase Not Delivered](/for-your-players/purchase-not-delivered.md).

## The checkout page will not load or finish

Try a private window with extensions disabled. Ad blockers and strict tracking protection are the most frequent cause of a checkout that hangs or shows an empty box.

If it still fails, tell the store you are buying from. A checkout broken for everyone is usually something in their storefront template, and only they can fix it.

## You were charged but have no order

Search your email for the address you used at checkout, not the one you normally use. The receipt has the order ID on it.

If nothing arrives, email <support@paynow.gg> with the amount, the date, and the last four digits of the card. PayNow can find the payment and tell you which store took it. See [Refunds and Cancellations](/for-your-players/refunds-and-cancellations.md) for what happens next.