My payment failed - what should I do?
If your payment was declined, don't worry - this is usually an easy fix. Here's how to identify and resolve the most common payment issues.
Common Reasons for Failed Payments
Issue | Solution |
Insufficient funds | Add funds or use a different card |
Card expired | Update with new card details |
Incorrect details | Re-enter card number, expiry, CVV |
Bank security block | Contact bank to authorize |
3D Secure failed | Retry and complete verification |
Daily spending limit | Contact bank or use different card |
International transaction blocked | Contact bank to enable |
Fixing a Failed One-Time Payment
Step 1: Check the Error Message
Read the specific error displayed. Common messages include:
"Card declined" - Bank rejected the transaction
"Insufficient funds" - Not enough balance
"Invalid card number" - Typo in card details
"Expired card" - Card has expired
"Authentication failed" - 3D Secure wasn't completed
Step 2: Verify Card Details
Double-check that you've entered:
Correct 16-digit card number
Correct expiration date (MM/YY format)
Correct CVV/security code (3 digits on back, or 4 for Amex)
Correct billing address matching your bank records
Step 3: Try Again
Clear your browser cache
Refresh the checkout page
Re-enter your payment details
Complete 3D Secure verification if prompted
Step 4: Try a Different Payment Method
If the issue persists:
Use a different card
Try Apple Pay or Google Pay
Use a regional payment method (iDEAL, Bancontact, etc.)
Fixing a Failed Subscription Payment
If your monthly subscription payment fails, here's what happens:
Our Automatic Retry System
First failure: We attempt the charge again within a few hours
Second attempt: Another retry in 24 hours
Third attempt: Final retry after 72 hours
After 72 hours: Your subscription may be paused
Email Notifications
We'll email you about failed payments with:
A link to update your payment method
Information about upcoming retry attempts
Warning before subscription suspension
How to Fix
Check your email for a payment update link
Click "Update Payment Method"
Enter new card details
Or go directly to "Manage Subscription" in your account
Update your payment method through Stripe
Contacting Your Bank
If payments keep failing and your card is valid:
What to Tell Them
You're trying to make a purchase from Scento (Romania/EU merchant)
The transaction is legitimate
Ask them to authorize future transactions from this merchant
Common Bank Blocks
International transactions disabled
Online purchases restricted
Unusual spending patterns triggered security
Merchant category blocked
3D Secure Issues
If 3D Secure (Verified by Visa / Mastercard SecureCode) fails:
Wait for the popup: Don't close the verification window
Check your phone: Banks often send SMS verification codes
Use your banking app: Some require app confirmation
Enable pop-ups: Browser may be blocking the verification window
3D Secure Tips
Keep your phone nearby for SMS codes
Ensure your banking app is logged in
Allow pop-ups from scento.com
Use a stable internet connection
Minimum Order Requirements
Some countries have minimum order requirements:
Countries | Minimum Order |
Germany, Italy, Austria, Ireland | €20.00 |
Belgium, Luxembourg, Estonia, Latvia | €20.00 |
Lithuania, Malta, Cyprus | €20.00 |
If your cart is below the minimum, you'll see an error. Add more items to meet the threshold.
After Resolving the Issue
Once you've fixed the payment issue:
Try your purchase again
For subscriptions, your next charge will process normally
Any missed subscription months can be discussed with support
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Still Need Help?
If you've tried everything and still can't complete your payment, email [email protected] with:
The error message you're seeing
Which payment method you're trying to use
Your order number (if available)
We'll help find a solution within 24 hours.