There are a number of potential reasons for this. We do not have access to your sensitive payment information, since this is handled by the payment processor (Stripe), however, we advise you try the following:


  • Check the payment details (card information and CVV number) you are providing for mistakes.

  • Ensure you’re using a UK card.

  • Check your data/internet connection.

  • Close the app completely, sign out, wait a few minutes and try again.

  • Ensure your card has not been blocked.

  • Ensure the card account has sufficient funds and is not overdrawn.


If all else fails, you could try to use another card. Unfortunately, we are unlikely to be able to assist you further. If you are still having difficulties, your card provider or Stripe may have blocked the transaction, and therefore you may need to contact them to allow the payment to proceed.