Problems making payment

I had an error while making payment. What should I do?

When a payment fails, it’s usually something to do with the card, the payment system or us. Sometimes, the best solution is to try again while making sure you’re still shopping via ShopBack (so you don’t miss out on any Cashback).

What you can try

Expired card or insufficient funds

Try using a different card. You may also need to replace your card. Here’s a step-by-step guide on how to add a new card to your account.

Card disabled for online transactions

Your card may be disabled from making online transactions. Contact the issuing bank for your card to enable online purchases.

Store checkout error

If you’re having trouble with the store’s checkout during an online purchase, you’ll need to contact the store directly for help.

However, if you encounter an error while checking out at a physical store using ShopBack Pay, here are some things to keep in mind:

Some stores have specific terms and conditions for using ShopBack Pay, such as a minimum checkout amount or restrictions on certain items.

If the store you're trying to use doesn't offer ShopBack Pay or you're having trouble accessing their page or app, contact us for help.

How to tell ShopBack about a payment error

If it’s something ShopBack can help with, reach out to Sparky, ShopBack's friendly virtual assistant. Sharing a screenshot of the error with us will help us resolve this issue faster.

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