I'm having trouble with payment

Getting stuck at checkout can be a pain—especially when you’re so close to completing your order. Follow each of the troubleshooting sections below to see if we can pinpoint the reason for the payment error.

CONTENTS:

Start a new Checkout session.

  1. Click on where it says 'Fracture' at the top of the page to get out of this Checkout session.


  2. Then click the cart button at the top-right to navigate back to the Cart page of our site. Then click the green 'Checkout' button again to start a fresh session.


  3. From here, triple-check to make sure your shipping information is correct! This is especially important if your shipping and billing address are the same, since our payment processor will check against these address fields to make sure they match up with what's on file with your card.


    Sometimes Shop Pay will use the default address from your account. If you need to use a different shipping address, expand the shipping section, and then you can select another address that's saved within your Shop Pay account, or use the 'add a new address' button.


    When entering shipping information manually, our system will verify your address against the shipping carriers' database. If it recognizes a mistake or typo, you'll see warning messages like this:

    You can click on those links, and our site will correct the mistake for you automatically!


  1. Next, scroll down and confirm the shipping rate for your order. The cheapest option will always be selected automatically, so if you need your prints delivered faster, then be sure to click and highlight the best option for your needs:

Double-check your payment info

Below the shipping options, you'll see boxes to enter your payment info.

If your billing and shipping addresses are different, then make sure to un-check the "Use shipping address as billing address" option. (Otherwise, our site assumes your addresses are the same.)

Then you'll see the Billing address section appear below the Payment section:

Carefully enter your card info once more (and the billing address), and then click 'Pay Now' at the bottom of the page! 🤞🏼

Are you receiving a "Processor Declined" error message?

If your payment was denied or declined for any reason, you'll see an error message like this:

From here, try re-entering just the payment info once more and double-check that all fields are filled out correctly.

  • Card number
  • Expiration date
  • CVV (security code)
  • Postal Code (zip code)

    • 🚨 A typo or error within one of these four fields is the most common reason for a charge being declined.

    Check with your bank.

    It's possible that your bank or card issuer may be rejecting the charge (either because of the amount, card balance, or suspected suspicious activity). You may need to let them know that you approve the payment so they can allow the charge to be processed the next time you try checking out on our site.

    If you're still at a roadblock after that, we'd recommend placing your order with PayPal, Apple Pay, or a different credit card.

    Feel free to reach out to our Customer Support team we'll be happy to help check into the declined charge on our end! You can email us anytime at support@fractureme.com or connect with us via live chat, Monday to Friday, by clicking (or tapping) on the chat bubble in the lower corner.

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