I'm having problems placing an order. What should I do?
Andrew Hunt
Last Update 2 months ago
What sort of problems are you having?:
3D SECURE AUTHORIZATION
If you are asked to complete an additional verification step to authorize the transaction, the payment is more likely to succeed if you do so, so don’t skip it!
PAYMENT DECLINED DUE TO AUTHENTICATION ERROR
We are seeing frequent authentication errors which are blocking payments from being accepted. These are neither ours nor your own bank’s fault but are caused by the payment processing provider (PayPal). These can very often be resolved by simply trying to make payment again, but if your attempts are continually unsuccessful, read on.
INTERNATIONAL PAYMENTS BLOCKED BY YOUR BANK?
If you are paying from outside of the UK please ensure that your bank permits international payments. A common reason why payments fail is because payments to websites overseas are blocked by default. Please contact you bank to ask them to allow overseas payments.
WEBSITE ASKS FOR IRRELEVANT DETAILS
Whether you are purchasing physical or digital goods, our website will ask for contact details and a delivery address. This is part of our fraud protection policy and helps to verify that a card purchase is genuine. Therefore, please ensure that you provide all the requested information.
WRONG CREDIT CARD DETAILS?
If your credit card information is being rejected, please make absolutely sure you are entering the correct information. Make sure that your credit card is one of the recognised major cards. Check that your card has not expired and enter the details that match those on the card.
YOUR WEB BROWSER MAY NEED RESETTING
Please try deleting your internet history / temporary internet files and placing the order again. You can find out how to do this at
https://www.computerhope.com/issues/ch000510.htm
If you are still having problems paying you could also try calling us to place your order over the phone. (See below)
We’ll also send a separate payment request via PayPal which may help you get your payment through.
PROBLEMS WITH OUR WEBSITE?
MY BASKET SHOWING AS EMPTY, EVEN THOUGH I’VE ADDED ITEMS
This is an occasional problem caused by cookies. Please try deleting your internet history / temporary internet files and placing the order again. You can find out how to do this at
https://www.computerhope.com/issues/ch000510.htm
WORRIED ABOUT SHIPPING COSTS FROM THE UK?
Our shipping costs are based on a standard Air Mail service plus a small handling charge, and are the lowest you could expect from the UK.
Shipping costs are not included in the item descriptions as we do not know how much it will cost to ship an item until we know where you live. One you have added an item to your shopping cart and provided your details you can check the shipping price before making payment.
PLACE YOUR ORDER OVER THE PHONE
We can accept your order by phone. Our phone number is: +44 (0)800 689 5156.
Please ensure that you use the correct international dialing code if you are outside of the UK. For example, customers in the USA should dial 011 44 800 689 5156.
Our lines are open from 9:00am to 9:00pm UK time. If you call outside of these hours, you will be able to leave a voicemail message and we'll get back to you as soon as we can.