eSellerate Shopper Support Center

Welcome to eSellerate's Shopper Support Center. If you are a customer who is making or has made a purchase, or if you have questions about an eSellerate transaction, please use the Knowledge Base to find the answers to your questions.

You can click here to access eSellerate After-Purchase Services, where you can view your receipt / invoice, obtain publisher contact information, and more.

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Failed Purchases

My order will not go through. What should I do?


If you attempt to order via the eSellerate system and you see a message that indicates your order was not successful, there are a few things you can check to try and resolve the problem.

For example, if you enter the details for a debit or credit card and you receive a message that instructs you to contact the card's issuing bank, that means there might be a problem with the account.


There are a number of things that can prevent your order from being accepted by your payment account's issuing bank or organization.  eSellerate may also decline a transaction even if the payment account's issuer would approve it (e.g., if the issuer warns us of incorrect order details).  Some problems can happen if you have made a mistake entering your billing information.  Other problems can arise when there's an issue with your payment account.

The following are some steps you can take when you receive a message indicating that your order could not be processed.  Each item is described in more detail below.

Step 1) If using a credit or debit card, double-check the card number, expiration date and card security code.
Step 2) Double-check the billing address that you entered.
Step 3) Contact the bank or organization that issued your payment account.

Important Note:  If you receive a message indicating that your order cannot be processed and specifically instructing you to contact, this indicates that although the system is functioning correctly, there is a problem with your transaction.  You will not be able to order unless you contact (or use the Troubleshooter here and submit a ticket) so that we can review your case individually.


Step 1) If using a credit or debit card, double-check the card number, expiration date and card security code.

Although this may seems obvious, the most common cause of declined orders is because of a mistake made while entering the credit card details; especially, the expiration date and the card security code (CSC). 

For Visa, MasterCard or Discover cards, the CSC is a three-digit number on the back of the card, usually on or near the card's signature stripe.  For American Express cards, the CSC is generally a four-digit number on the face of the card, in smaller numerals above the card number itself.  (Note:  American Express prepaid gift cards may have a 3-digit CSC on the back of the card.)

Step 2) Double-check the billing address that you entered.

Make sure the street address, city, state/province and ZIP or postal code match the postal address on file with your payment account (e.g., if you're using a credit or debit card, enter the address where you receive your statements).  If in doubt, check the address on your most statement or call the payment account's issuing bank or organization.  The order can be declined if the address information you have entered does not match what your bank or organization has on file for the account.

This is particularly important for PayPal transactions, but it also applies to credit/debit card payments.

Step 3) Contact the bank or organization that issued your payment account.

If you have double-checked and confirmed that you have entered all billing information correctly, contact the bank or organization that issues your payment account.  For example, if using a credit or debit card, call the customer service number on the back of your card.  Sometimes the issuer will respond to the transaction request with an "Honor with identification" response.  This is a conditional approval or authorization for the transaction that is ONLY valid if the merchant can physically check the customer's identification.  Because the order is being processed via the Internet, eSellerate cannot look at your identification documentation to verify that you are the account holder, so our system has to decline your order even though the issuer would have approved an in-person transaction.

Other times, the transaction might be declined because the available balance for your account is insufficient for your order amount (this is called "insufficient funds").  This can even happen when there is enough money in the account for the purchase.  Many times, other transactions on the account may create temporary authorizations that reduce the available balance for a limited time, which will eventually expire and drop off the account without ever being billed to you.  But while they last, those temporary authorizations can reduce the account's available balance.

If you call or contact the account's issuer, they might be able to explain to you why the transaction was declined.  And in the case of those "Honor with identification" responses, they can often make an adjustment to your account so that your next attempt will not receive that response, and the order can succeed.

If you have tried ALL of the above and you still do not know why the order was declined, please submit a ticket to eSellerate's Support team using the Troubleshooter on this site.

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