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Check the result of the previous attempt before retrying a payment. A declined attempt, expired link and payment with an uncertain outcome are different problems. The right next step depends on which one occurred.
A declined payment
Read the message shown by the payment form. Check the entered details and complete any bank authentication requested. Your bank may be able to explain a decline that the shop cannot see. Do not send us the full card number or security code.
If you try another method, first confirm that the original attempt did not create a completed payment. Repeated attempts can leave several pending authorisations which are confusing to reconcile.
An expired or incorrect link
Ask us for a current link tied to the correct order or quote. When we send a new balance link for an order, the older one stops working, so use the newest email. Before paying, check the trading name, reference, amount and whether it is a deposit, balance or full payment. An expired link cannot establish what happened to a separate earlier payment attempt.
Do not change a reference or amount in a copied link. If a revised quote superseded the old one, request payment instructions for the new revision.
A page closed before confirmation
- Look for an order or payment reference.
- Check your account or confirmation message if available.
- Note whether the bank entry is pending or completed.
- Ask us to reconcile the attempt before paying again.
Provide the date, approximate time, amount and email used. Keep any error message, but remove sensitive payment information from screenshots.
If you receive unexpected payment instructions, verify them using the contact details on our own site or your established branch contact. A message alone should not persuade you to send money to a changed bank account.
Read missing confirmation when the payment appears successful but no order email arrived. For an existing deposit order, read paying a balance. For help with this task, contact the team with the relevant reference and the outcome you need.
Questions we get asked
Does an expired payment link mean no payment was taken?
The expired link itself cannot take a payment, and its page says nothing has been charged. An earlier attempt through another link or at checkout is separate, so check its outcome with us before paying again.
Should I email my card details for help?
No. Use the authorised payment interface. Give the order reference and describe the error without sharing a full card number, security code, banking password or one-time authentication code.
What if my bank shows a payment but the order does not?
Contact the team with the amount, date and limited transaction reference. The bank entry may need checking or reconciliation; do not treat a screenshot alone as the final order status.
Contact the team with your order reference and the step you need help with, or search all help topics.