Most failed payments are due to the bank (limits, card not enabled for online purchases, verification not completed) or to details entered incorrectly. Nothing is charged for a payment that is not completed; any pending amounts are released by the bank.
What to check, step by step
- Card details. Number, expiry date and security code; on the website the error appears under the field, on Android as Invalid card data.
- Bank verification. If 3D Secure authentication failed (iPhone) or Payment cancelled. (Android) appears, you closed or did not complete the confirmation in your banking app or via SMS: try again and complete it.
- Card limits. Spending limit, card not enabled for online or foreign purchases: contact your bank or use another method.
- Time remaining. Once the 15 minutes have passed, The time available for purchase has expired appears with We are sorry, the time available to complete your order has ended.: the reservation changes to Payment not completed and you have to redo it with Check ticket availability.
- The chosen method. Invalid payment method., The selected payment method is not active. or Select a valid payment method.: the method is not available for the event.
Messages, by platform
| Message | Where | Meaning and what to do |
|---|---|---|
| Payment failed. Please try again. (or the reason given by Stripe) | Website | Declined by the bank or verification not completed: try again or change card. |
| Payment failed / Payment confirmation failed | iPhone | As above; do not repeat several times if the second message appears after verification: check the reservation. |
| Payment failed: … / Checkout failed: … / Unable to confirm the payment, please contact our support. | Android | Error during confirmation: check the status in Reservations before trying again. |
| Error creating the payment: … / Error while processing the order. | Website | Technical error: do not retry immediately; check the order status. |
| Prices or fees have changed. Reload the cart and review the new total before continuing. | Website | The total changed during checkout: reload. |
| Payment received and being verified… | Website | The provider is confirming: the page waits for up to 90 seconds. |
If the amount appears to have been charged
- Open View reservations and check the status: Confirmed means the payment was successful (the e-mail may arrive a few minutes late); In Progress after payment means the tickets are still being issued.
- If the reservation shows Payment not completed, the amount you see is normally a pre-authorisation that the bank cancels on its own.
- If the charge is real and the reservation is not confirmed, write to support from the Contacts page with the reservation code, date, amount and last four digits of the card. Do not redo the purchase in the meantime: any refunds are carried out by Nightify staff.
Related articles
- Complete the payment
- Pending reservation or time expired: how to complete it
- How and when refunds are issued