Error Received When Processing Payment

What to Do When You Encounter an Error in the Payment Process?

We understand that errors or issues can sometimes occur when processing transactions and payments with our service. Before contacting our support team, please consider the following tips, as they might help you resolve the problem more quickly.

If your payment process encountered an error, please check with your financial institution to confirm that the transaction was not denied by them. This is the first step in resolving these kinds of issues. Keep in mind that if the bank denied the payment, there is nothing we can do to resolve the issue. Therefore, we encourage you to contact them to address the problem.

At times, your bank may take a while to approve your payment. This is normal and may be required if the bank needs to perform any additional checks in the background before approving the payment.

If the bank approved the payment and you have already contacted them to confirm this, and you have verified that the money has left your account but your server purchase was denied by our system, please check the following:

• While logged into your Nitrado account, click on your name at the top right and then click on “My account”.

• At the top left, under your name, you should see the credit you currently have in your Nitrado account. Verify if the payment you just made is already there as credit.

• If you see the payment granted as Nitrado credit, you can use it to purchase the server you originally intended to. Just select the server, runtime, and location, and for the payment method, instead of using a credit card or PayPal, select “Nitrado Wallet”.

When charging your account, we suggest attempting PayPal. PayPal is known to work in most cases where a card is declined. You can use PayPal either as a guest or by logging into your PayPal account. This method is often most effective when a VISA charge is declined.

If you are still experiencing issues, we recommend logging out of your account and clearing your web browser’s cookies and cache, or trying a different browser.

If all of the above steps do not work and your payment has NOT been rejected by your bank, please contact our support team to verify your account status and payment method.

To submit a support ticket correctly, please follow this link.

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