If you have received a notification or message indicating that your payment attempt was not completed, it is possible that the transaction was interrupted before finalisation.
This is a rather common error that, fortunately, can be easily resolved. Below we will explain the most frequent causes and how to resolve them.
🔍 Why does this error occur?
The status of 'abandoned purchase' indicates that the payment system did not receive the final confirmation of the transaction. No amount has been charged, but the payment has not been processed.
🛑 Possible causes:
- You closed the browser window before completing the process.
- Your device or browser blocked the redirect to the bank or service provider.
- The session expired due to inactivity (e.g., delay in completing the payment).
- There was a disconnection from the Internet during the payment.
- You did not click on "Confirm" or "Finalise" at the end of the page.
✅ What can you do?
To avoid this issue on your next attempt:
- Make sure you are using an up-to-date browser without extensions that block pop-up windows.
- Do not close or minimise the payment window until you see the confirmation on the screen.
- Check that you have a stable Internet connection.
- If your bank requires additional validation (app, SMS, token), complete that step before leaving the page.
- Make sure that the card you are using is enabled for online purchases.
If, after following these steps, the problem persists, we invite you to contact our Help Centre.
We will be happy to help you.