wplacePayment didn't go through?
It happens more often than you'd think. Here's what probably happened and who can help you fastest.
Why banks decline payments
Most declines come from your bank or card issuer, which decides whether a payment is approved. They are usually the only ones who can see the exact reason. Common causes:
- Not enough balance or credit limit
- A typo in the card number, expiry date, security code or billing address
- The bank flagged the purchase as unusual (a larger amount, an online purchase abroad, or in another currency)
- The card isn't enabled for online or international purchases
- The extra verification step (3D Secure) wasn't completed or failed
What to do
- Double-check your card details and try again.
- Approve the verification request in your banking app or by SMS when it appears.
- Contact your bank, ask why the payment was declined, and ask them to allow it.
- Or try a different card or payment method.
Not sure which payment service you used? Check your receipt email or your bank statement.
Payments through FastSpring
- My bank or card declined the payment
- Your bank or card issuer
- The payment was canceled by a security check
- FastSpring Consumer Support(opens in a new tab)
- I was charged, but my purchase didn't arrive
- Wplace support [email protected]
Payments made through FastSpring also go through automated fraud checks. Sometimes a legitimate payment gets flagged and canceled. Your bank can't see why, but FastSpring can look into it.
Payments through Stripe
- My bank or card declined the payment
- Your bank or card issuer
- The payment failed and I don't know why
- Wplace support [email protected]
- I was charged, but my purchase didn't arrive
- Wplace support [email protected]
- I don't recognize a charge on my statement
- Your bank
Find out which business made the charge: Stripe charge lookup(opens in a new tab)
Stripe processes the payment for us, but it can't see or manage orders, so it can't help individual players with declined payments or missing items. For anything about your purchase, write to us and we'll look into it, including with Stripe if needed.
Good to know: a small $1 charge from a card check is a temporary verification and is removed from your statement later.
More information from Stripe: Stripe help for customers(opens in a new tab)
Charged, but nothing arrived
First, check whether you received a confirmation email or receipt.
- If the payment shows as "pending" or "authorized" in your bank app and you got no confirmation, it's likely a temporary hold rather than a completed charge. If it still shows after a few days, contact your bank.
- If you did receive a confirmation but your purchase didn't arrive, write to us and we'll look into it.
Still stuck?
Write to us and we'll do our best to point you in the right direction. If you paid through FastSpring, you can also contact FastSpring Consumer Support.
When you write to us, please include:
- Your Wplace user ID
- The date, time and amount of the payment
- A screenshot of your receipt or bank statement
Keep your information safe
Our team will never ask for your full card number, security code (CVV/CVC), PIN, passwords or verification codes, by email or on any other channel.
- When you send a receipt or bank statement, hide everything except the last 4 digits of your card.
- Be careful with messages from anyone claiming to be Wplace or a payment provider and asking for payment details. If you're unsure, contact us directly: [email protected]
- If you shared sensitive information by mistake, contact your bank right away to block or replace the card, and change your password.