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Payment failed to process and it's taken my money, what can I do?

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Why is my order failing to process?

Payment failures/declines are as a result of one of many factors. About half of the failures we see are down to the bank declining the payment for various reasons. This can include Insufficient funds, “call us to confirm suspicious activity on your account”, etc. and the other half are gateway rejections which are instances where Braintree has decided to reject the payment to protect Affinity from potential fraudulent transactions.

When a customer places an order with us via the Affinity Store, and they choose to pay by credit/debit card, only a small amount of information is provided to us; this is intentional for GDPR and General Data Protection purposes. We process payments and orders based on this information, and Braintree either authorises or rejects the payment using this information, as well as a multitude of additional factors. Unfortunately 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, might I suggest you try updating your web browser to the latest version, if not already? You could also try using a different web browser or another computer, if you have access.

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.

Please also try removing any saved credit cards from your Account Details page, and enter the card details again - This should help with the placement of new orders.

We accept PayPal, and so this can be used for payment if you have an account.

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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