My payment failed: what should I do?Updated 4 hours ago

If your payment was declined or did not go through, don't worry—your order has not been placed, and in most cases, you can easily complete your purchase using one of the solutions below.

Common reasons why payments fail:

• 3D Secure verification timed out or was not confirmed: You may have missed the push notification in your banking app, entered an incorrect SMS code, or taken too long to approve the request.
• Bank security block: Your card issuer or bank may have flagged the transaction as a precaution (e.g. cross-border payment, unusual amount, or multiple rapid attempts).
• Card limit reached or insufficient funds: The transaction exceeded your daily, weekly, or monthly online spending cap.
• Browser session closed too early: Leaving or refreshing the page before the redirection back to our confirmation screen was fully finalised.
• Unsupported card type: American Express (AMEX) cards are not accepted on our website.

Quick troubleshooting steps

• Check your banking app: Verify that your card limit hasn't been reached, confirm there are no pending fraud alerts, or contact your bank directly to authorise transactions to Cimalp.
• Try an alternative card: Use another debit or credit card (Visa or Mastercard).
• Switch browsers or clear cache: Ad-blockers or privacy extensions can sometimes interrupt the 3D Secure pop-up window.

Use PayPal as a guest: You can pay securely with your card via PayPal without creating a PayPal account:

• At the payment step on our checkout page, select PayPal.
• On the PayPal login screen, click “Pay by Debit or Credit Card” (or “Checkout as Guest”).
• Enter your card details and billing address.
• When prompted to create a PayPal account, simply select “No, thanks” or continue as a guest to finalise your payment.

Think your account was charged anyway?

If your bank shows a pending charge but you never received an order confirmation or reached our confirmation screen:

• Most banks place a temporary pre-authorisation hold that automatically disappears within a few business days when an order fails.
• If you are unsure, send us an email at [email protected] with the date, exact amount, and your full name. Our team will verify our payment logs and confirm whether any funds were taken.

See all accepted checkout methods: “Which payment methods do you accept?”.

Wondering about checkout safety? See “Is payment secure?”.