Receiving Error "Sorry, we're unable to complete your payment" When Making Purchase

Updated: 3 months ago
Article ID: 100452

Common Problems

  • Error when I try to make a purchase: "We're sorry, but we were unable to complete payment on your order. Please confirm your payment information and try again."
  • I'm receiving this error when buying something: "We encountered an issue completing your transaction. Please try again later."
  • I receive the following when I want to buy something: "Zounds! An internal error occurred. Try again a bit later."

This error message appears when your billing information contains errors or your payment method has insufficient funds. Follow the steps below to resolve it:

  1. Make sure your payment method has enough funds.​ Depending on your location, you may have to account for taxes or currency conversion fees.
  2. Make sure you enter all your payment details correctly. If you previously saved your payment method on your account, delete it and add it again.
  3. Clear the cache and cookies in your browser or try a different browser.
  4. Your payments may fail if your payment method's country of issue is different from the country registered on your account. If you have moved countries, update your registered country and try again.

If you tried the steps above, contact your payment provider or try another of our Accepted Payment Methods.