1. Place your order again
If your payment has been declined, then you'll need to place your order again. We're not able to reinstate an order once the payment has been declined.
2. Make the relevant checks
To help ensure your order is not declined when placing a new order we suggest checking the following:
- Check the card details on your SERNES account to make sure the information is correct, e.g. the expiry date or your billing address.
- Make sure you enter the security code correctly - that's the three digit number on the back of your card.
- Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them or contact your bank.
- If you've checked all of the above, try paying with another card.
3. Contact us
If you've tried all these and are still having problems, contact our Customer Care Team with as many details as you can about the issue - including any error messages you receive and we'll try to resolve it as soon as we can.