I can't complete my payment, what should I do?Updated 3 hours ago
First check: make sure you're on our official website, www.bokabas.com (SEE “Where can I buy Bokabas products?”).
Strong authentication (3-D Secure)
European regulations require strong authentication for online payments: you need to confirm the payment in your banking app or by text message. If your order won't go through, it's very often because that confirmation is waiting on your phone, so check your notifications and your banking app.
If the payment still doesn't go through:
- Card details: double-check what you entered (card number, expiration date and security code, the 3-digit code on the back). A single typo is enough to make the payment fail.
- Bank limits or insufficient funds: your bank may decline the payment if you've reached your spending limit, or if the amount exceeds the limit allowed for online purchases. Check or adjust your limits in your banking app.
- Fraud check: banks sometimes block a payment as a precaution (two attempts in quick succession, an unusual IP address…). Approving it in your banking app usually does the trick.
- Incompatible card: some prepaid, virtual or business cards with restrictions may be declined.
💡 The quickest fix: try another payment method, such as PayPal or Apple Pay (SEE “What payment methods do you accept?”). It gets around most bank blocks.
And if the payment still won't go through, try these solutions one at a time, in order. No need to move on to the next one if the problem is solved:
- Start by clearing your browser's cookies: the steps are explained here (the link is for Chrome, but the process is pretty much the same in Safari, Firefox…);
- If that's not enough, switch to private browsing: we explain how here;
- Still stuck? Try a different browser (Chrome and Safari work perfectly with our website);
- As a very last resort, try placing your order from another device.