My payment or order was rejected

A rejection happens before your product is delivered, and the message on your order names the reason. Start with the reason shown, because the fix is different for each one.

What the message means

Payment rejected. Some required details were missing or incorrect. Check the details and place the order again.
Rejected, insufficient balance. The account you paid from did not have enough funds to cover the full amount.
Your order expired. The payment window closed before the transaction confirmed. See what happens if the countdown timer expires.
This order was rejected by the operator, or by the provider. The supplier declined the order after payment. Contact support with your order ID so we can look into it.

For a mobile top-up, the rejection usually concerns the recipient's number rather than your payment:

Credit party is invalid. The number could not be recognised as belonging to a supported network. See I entered an invalid number.
Credit party is barred. The recipient's operator has blocked their account from receiving top-ups. The recipient has to contact their operator's customer service to resolve it.
Credit party is ineligible for chosen product. The product is not available for that recipient, so choose a different option.
Limitations on cumulative transaction amount or quantity. The recipient has reached a limit set by their operator. Our customer care team reviews these and takes any action needed.

If you hit a spending limit

Reaching a daily or monthly limit is a common cause of a declined order. See spending limits explained.

If your payment is pending rather than rejected

A pending payment has not been declined, it's waiting to confirm. See my payment has been pending for a long time.

Getting your crypto back

If your payment went through and the order was still rejected, you are due a refund. See where refunds go.

Still need help?

Last updated: 17 Aug 2026