Why is my order status stuck on pending even if I paid?

PayPal

Credit/Debit Card

Apple/Google Pay

BLIK/Trustly/PaySafeCard/Neosurf

MB Way MB Multibanco Bancontact IDeal

If you paid

1️⃣ Make sure you have your card details ready

Card number (16 digits, no spaces)
Expiration date (MM/YY)
CVV/CVC code (3 digits on the back of the card)
Cardholder name exactly as it appears on the card

2️⃣ Step-by-step payment process

On the checkout page, select Credit/Debit Card as your payment method.
Enter your card details in the appropriate fields.
Click “Pay” to proceed.
If your bank requires verification, open your banking app or enter the SMS code to authorize the payment.
Wait until the confirmation screen appears – do not close the page before that.

3️⃣ Common errors

❌ Incorrect card number or CVV code
❌ Insufficient funds
❌ Internet payment limit set too low in your bank
❌ Bank declined the transaction for security reasons
❌ Closing the payment page before completing the bank confirmation

4️⃣ How to avoid payment issues

Make sure your card is enabled for online transactions.
Check if you have enough funds and an active limit for internet payments.
Confirm the transaction immediately after receiving your bank notification.
Use a secure internet connection (preferably private Wi-Fi).

5️⃣ Still not working?

If the payment still fails after following these steps:

Try paying with a different payment method.
Contact our Support Team – provide your order number and details about the error so we can help faster.

1. PayPal – Common Mistakes & How to Help

Mistakes / Errors

❌ Unverified account – customer hasn’t confirmed email or linked a bank/card.
❌ Insufficient funds – no money in balance and linked card/bank declined.
❌ Payment blocked by PayPal for security reasons.
❌ Session timeout – customer closes or refreshes PayPal page too early.

How to Help

Ask the customer to log into PayPal and check their account status.
Suggest adding an alternative funding source (e.g., another card).
Recommend trying payment again from a different device/browser.
If blocked, direct them to PayPal’s support for account-specific issues.

2. Credit/Debit Card – Common Mistakes & How to Help

Mistakes / Errors

❌ Card number, expiry date, or CVV entered incorrectly.
❌ Online transactions disabled in bank settings.
❌ Insufficient funds or daily spending limit reached.
❌ Bank declines transaction due to fraud checks.

How to Help

Double-check all entered details match the card exactly.
Ask customer to enable online/international transactions in their banking app.
Suggest increasing spending limit temporarily.
Recommend trying another card or contacting their bank to approve the payment.

3. Apple Pay / Google Pay – Common Mistakes & How to Help

Mistakes / Errors

❌ No card linked to wallet.
❌ Card issuer does not support wallet payments.
❌ Payment attempt without active internet connection.
❌ Fingerprint/Face ID not recognized or timed out.

How to Help

Instruct customer to add a valid card to their Apple/Google Wallet before retrying.
Verify their bank supports Apple/Google Pay.
Ask them to use a stable internet connection (Wi-Fi or strong mobile data).
Suggest trying on another device if the issue persists.

4. BLIK – Common Mistakes & How to Help

Mistakes / Errors

❌ Entered BLIK code expired (valid for ~2 minutes).
❌ Code entered incorrectly.
❌ No confirmation made in banking app.
❌ Insufficient funds in bank account.

How to Help

Advise customer to generate a new BLIK code right before entering it.
Ensure they approve payment in their banking app quickly.
Recommend checking account balance before retrying.

5. Trustly – Common Mistakes & How to Help

Mistakes / Errors

❌ Wrong bank login credentials.
❌ Session expired before payment confirmation.
❌ Bank declined transfer.

How to Help

Ask customer to log in to their bank separately to confirm credentials work.
Suggest completing the payment without switching tabs.
If declined, contact bank to approve online transfers.

6. PaySafeCard – Common Mistakes & How to Help

Mistakes / Errors

❌ PIN already used or partially used.
❌ Entered wrong PIN digits.
❌ Voucher not valid in customer’s region.

How to Help

Ask customer to check remaining balance on paysafecard.com.
Verify they’re entering the correct 16-digit PIN.
If regional restriction applies, advise obtaining a local voucher.

7. Neosurf – Common Mistakes & How to Help

Mistakes / Errors

❌ Wrong code entered.
❌ Voucher expired or already used.
❌ Region mismatch.

How to Help

Ask customer to confirm code with the merchant where purchased.
Suggest obtaining a new valid voucher if expired.

8. MB Way – Common Mistakes & How to Help

Mistakes / Errors

❌ Phone number not linked to MB Way account.
❌ Did not confirm push notification.
❌ Payment timeout.

How to Help

Verify their phone is linked to MB Way before retrying.
Ask them to confirm the payment quickly when notified.

9. MB Multibanco – Common Mistakes & How to Help

Mistakes / Errors

❌ Wrong entity/reference entered.
❌ Payment not made within validity period.

How to Help

Provide exact reference details again and ask them to retry.
Remind them to pay within the stated deadline.

10. Bancontact – Common Mistakes & How to Help

Mistakes / Errors

❌ Card not enabled for online payments.
❌ Mobile app not linked to account.

How to Help

Ask customer to activate online payments in their bank settings.
Help them link their Bancontact app to their bank account.

11. iDEAL – Common Mistakes & How to Help

Mistakes / Errors

❌ Selected wrong bank.
❌ Session expired before confirmation.
❌ Bank blocked transfer.

How to Help

Ensure they select the correct bank and confirm payment without delays.
Ask them to contact their bank if the transfer was blocked.

1. Payment Processing Delays

Payment gateways taking longer to confirm transactions due to high traffic or technical maintenance.
Some methods (e.g., bank transfers, Trustly, MB Multibanco) not being instant and taking up to several business days to settle.
PayPal, banks, or card networks holding funds temporarily for fraud checks.

How to handle:

Inform the customer about the expected processing time for their method.
Reassure them that payment will be confirmed automatically once processed — no need to pay again.
Offer to check internally if the payment was received but not yet applied to their account.

2. Technical Errors on Merchant or Provider Side

Timeout between our system and the payment provider (transaction succeeded, but our system didn’t get confirmation).
Temporary outage at the payment provider’s side.
Integration update or API change causing failed transactions.

How to handle:

Ask the customer to wait a few minutes and refresh the order status.
If payment was deducted but not applied, escalate with payment reference to Accounting/Finance team.
Keep a known-issues log so agents can check if a certain method is under maintenance.

3. Currency Conversion Delays

Some cross-currency payments are processed via intermediaries (e.g., PayPal to local bank) and can take longer to clear.
Exchange rates not locking instantly, causing extra verification from the payment processor.

How to handle:

Inform customers about possible delays for cross-border payments.
Suggest using a method in the same currency as their account to speed up processing.

4. Security & Compliance Checks

Payment held for additional verification by provider due to unusual amount, location, or activity.
Anti-money-laundering checks on large transactions.

How to handle:

Explain that this is standard industry procedure for security.
Provide approximate timelines (e.g., “PayPal reviews usually take up to 72 hours”).
Offer documentation guidance if the provider asks the customer for proof of identity.

5. Refund Processing Delays

Refunds to cards or PayPal may take several business days depending on bank/provider.
If a refund is approved on our side but accounting processes it in batches, there can be additional waiting time.

How to handle:

Set clear expectations upfront about refund timelines.
Provide transaction ID once processed so the customer can follow up with their bank if needed.