Fix checkout and top-up errors
A safe checklist for security checks, payment problems and missing credits.
Identify which step failed
Did the security check fail, did checkout fail to open, did the payment get declined, or did a completed payment not appear in your balance? These are different problems. Take a screenshot of the exact message.
Security check or checkout did not open
Refresh the page, make sure you are still signed in, allow the page’s security check to complete and try once more. If a browser extension blocks the checkout or check, try a normal browser window with that blocker disabled for EcomBos. Do not repeatedly click Buy.
Payment declined or plan restricted
Follow the hosted checkout’s message. Check billing settings if the account has a failed renewal or inactive plan. Buying a pack is not a workaround for a payment lock. Do not send support your card number or password.
You are unsure whether payment succeeded
Check your receipt and billing record before retrying. A slow request or browser timeout does not prove there was no payment. If a charge is confirmed but credits are missing, send support the payment reference and approximate time, not complete card details.
What to include in a ticket
Include the account you were signed into, the pack or plan, the approximate time, exact error and a screenshot. Continue in your existing open or pending ticket so the history stays together.