Why can I not start or complete my payment?

A payment usually cannot be started because the method, an item in the cart or the timing is the problem. Find the message you see below. The wording on your screen can differ slightly.

01Messages about the payment method

• "This payment method is currently unavailable." Choose another method.
• "This payment method is not available for some items in your cart." One of your items cannot be paid that way. Choose another method, or order that item separately.
• "Minimum order amount for this payment method…" or "Maximum order amount…" Your total is outside the range for that method. Choose another method or change the order.
• A method is greyed out. A coupon on the order is limited to certain methods. Choose one of those, or remove the coupon. The card option is greyed out with "Not available for gift cards, games or top-ups" when the cart holds one of those.
• "Your payment was declined." Try again, or use a different method.
• "This coin is not available on the selected network." Choose another network.
• "This wallet is not available right now." Choose another wallet or another method.
• "We couldn't start this payment." Try once more, then choose another method.

02Messages about the order

• "One or more items in your cart are no longer available." Remove the item and continue with the rest.
• "The selected amount is not valid for one of the items in your cart." Remove the item and add it again from its page.
• "This email/phone already has an account." Sign in with that email, or use a different email for a guest order.
• "Too many order attempts" or "Please wait 30 seconds between order placements." Wait a moment and try once. Pressing the button repeatedly does not help.

03Messages about Mate Wallet

• "Insufficient wallet amount." Your balance does not cover the amount. Use your balance for part of the total and choose a second method for the rest, or add funds first.
• "Can't be used to buy a Mate Balance Card." Choose another method for that product.
• "Your session has expired. Please sign in again to pay with your wallet balance." Sign in again and retry.

04Messages on the payment screen

• "The payment form didn't load." Check your connection and select Try again, or Open in a new tab.
• "This payment didn't go through." Nothing more is needed on that order. Select Choose another method to try again.
• "Payment window expired." See My payment window expired. What now?.
• "Payment failed" although you sent money. See I paid but my order still shows Pending payment.

05When to contact support

Contact us if the same message comes back after you tried another method, if no message here matches, or if money left your wallet or exchange. Use the support widget on the site or email [email protected]. Send:

• Your order number, if an order was created, and the email used for the order.
• The payment method you chose.
• A screenshot of the message, including any reference shown with it.
• Your browser and device.

Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.

06Related articles

• Which payment methods can I use?
• Why can I not add an item to my cart?
• I paid but my order still shows Pending payment