Was I charged for a failed payment?

No. When a payment fails, nothing is taken. Some banks show a pending amount for a short while, which then disappears. If money has left your account, don't pay again: see [What happens if my payment succeeds but I don't get a confirmation?](/help/payments/payment-succeeded-no-confirmation)

Why does my bank ask me to confirm the payment?

It's a security check your bank runs to make sure the payment is really yours, usually in its app or with a text code. Approve it, and the payment goes through.

Should I keep trying the same card?

No. If the same card fails twice, try another card or another method. Many attempts in a row can pause checkout for a few minutes.

Why do I need to confirm my phone number?

It keeps stolen cards off Andalu. You confirm your mobile number with a text code before you pay, and once your device is confirmed, it stays confirmed on that device for 7 days.

Why did my payment fail or get declined?

A payment usually fails for one of three reasons: a checkout check that isn't finished, like the phone code, your bank not approving the payment, or a method that doesn't work for your order. The message you see says which. Nothing is charged when a payment fails, so you can fix it and try again.

Before you start

Keep the message you see. Andalu's messages show beside Pay on the checkout page. Card and bank messages show on the Stripe payment page.
Check your bank or banking app first. If the money has already left your account, don't pay again: see What happens if my payment succeeds but I don't get a confirmation?
Have your mobile phone with you. Every order needs the code texted to it, and your bank may ask you to approve the payment on it too.

1
Read the message and find it in the table below. It tells you what to fix.
2
Fix that one thing, like the phone code or your card details.
3
To try another way to pay, go back to checkout and select a different method under Payment method, like Apple Pay.
4
Select Pay once. If your bank asks you to approve the payment in its app or by text, approve it straight away.

Confirm it works

Your order confirmation page opens and says Paid beside your order number.
Your bank shows one payment to Andalu, for the total you saw at checkout.

Troubleshooting

What you see	What it means	What to do
One field needs fixing before you can continue (or a number of fields)	A field is empty or not valid	Look for the red message under each field and fix it
Verify your phone number to place an order	You haven't confirmed the text code yet	Select Send code, type the code you receive, and select Verify
Use a mobile number. Internet and virtual numbers can't be used to buy on Andalu.	The number isn't a mobile number	Enter your mobile phone's number and select Send code again
That code didn't match. Check it and try again.	The code was mistyped	Type the code from the latest text message, then select Verify
The minimum order is €2.00. Add another item to check out.	Game orders have a minimum total	Add another game to your cart, then check out
Checkout is paused for a few minutes.	We've paused checkout briefly to protect buyers. Nothing was charged	Wait a few minutes, then select Pay again
Too many checkout attempts. Wait a few minutes and try again.	Checkout was tried many times in a short time	Wait a few minutes, then try once more
We could not verify this checkout. Refresh the page and try again.	A security check on the page didn't finish	Refresh the page, then select Pay again
We couldn't reach Andalu. Check your connection and try again.	Your connection dropped before checkout could start	Check your connection, then select Pay again
A message that ends Pick another.	That payment method can't be used for this order, country or currency	Select a different method under Payment method
We could not confirm this total against the price you were shown.	A price changed while you were checking out. Nothing was charged	Reload the page, check the new total and select Pay again
The payment page says your card was declined	Your bank refused the payment	Check the card number, expiry date and security code. Still declined? Ask your bank to allow it, or use another card or method
Your bank asks you to confirm and the payment then fails	The bank approval wasn't finished in time	Select Pay again and approve it in your banking app or with the code it texts you
The payment page says your card doesn't have enough money	The balance or limit is too low for the total	Use another card or method
Payment not completed after the payment page	The payment didn't go through, so nothing was ordered	If you paid moments ago, reload in a few seconds. Otherwise select Back to your cart and try again

Frequently asked questions

Still stuck?

Contact us with your order number and the exact message you see, word for word, including any error code. We reply by email, usually within a day.

Contact support