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  1. Why is my order failing to process? Payment failures/declines can be a result of many factors. Some failures are due to the customer’s bank declining the payment. This may happen for various reasons including insufficient funds, or concerns of suspicious activity. Failures of this kind are best discussed with your bank. They will be able to provide you with more information than we can. Other failures are gateway rejections. These rejections are when our payment processor has decided to reject the payment to protect Affinity from potential fraudulent transactions. When a customer places an order via the Affinity Store, the transaction is handled by the third party payment processor Digital River. Only a small amount of information is requested from our customers; this is intentional for GDPR and General Data Protection purposes. We process payments and orders based on this information, and Digital River either authorises or rejects the payment using this information, along with other additional factors. We have no control over this. In any case please accept our apologies for the trouble you are experiencing; this is certainly something we are trying to constantly improve. What can I do to fix this? If this happens to you, if you haven’t already, please update your web browser to the latest version. You could also try using a different web browser or another computer, if you have access. Please make sure that you have enabled essential cookies for our website. There are restrictions on the number of orders that can be placed within any 24 hour period; If you happen to have placed two orders on the website within 24 hours, and wish to place another within that time, you may receive an error as a result of this. The Affinity Store will allow you to add several items to your basket for one payment/transaction, and we'd always recommend this for future orders. As well as credit/debit card we offer a range of other payment methods. These will vary from country to country, but widely available options include PayPal, Google Pay, and Apple Pay (when ordering from an Apple device). If your credit/debit card is being declined you could try one of these options instead. A number of our customers have mentioned that their use of popular browser plugins may affect their ability to place an order on the Affinity website, and that temporarily disabling them fixed the issue. You can also obtain the Affinity apps from either the Microsoft Store or the Mac App Store, depending on your OS. What will happen to the money that has left my account? Don't worry about the funds that have seemingly left your bank account/credit card; these funds have only been reserved for payment by your bank and have not been collected by Affinity. Depending on your bank/credit card company, the funds will drop from their reserved state within a maximum of 28 days (usually much sooner). If you have any queries relating to this, please contact your financial institution; they should be able to give you more specific information. If you still have questions or concerns, please send an email to affinity@serif.com
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