Payment failed or checkout would not start

Quick overview

If payment fails or secure checkout will not start, do not worry. Most checkout issues are caused by a card decline, a bank security check, an expired saved card, an interrupted checkout session, or a temporary connection issue.

Tickets are only confirmed once payment has been verified. If checkout fails, is cancelled, or stays pending, ticket numbers should not be created for that order.

What to try first

Step 1: Refresh the checkout page.

Step 2: Check your basket still shows the correct competition, ticket quantity, credits, and total.

Step 3: Try the payment again.

Step 4: If your bank asks for a security check, complete it fully before returning to the site.

Step 5: If the same card fails again, try a different card.

Step 6: If you are using a saved card, choose card checkout and enter the card again, or add a new payment method in your account.

Step 7: If you are using ticket credits and card together, check that the remaining card amount looks correct before paying.

Step 8: If checkout still will not start, contact support and include the competition name, ticket quantity, and any message shown on screen.

Why a payment can fail

A payment can fail if your bank declines it, the card details are wrong, the card has expired, there are not enough funds, the bank security check is not completed, or the payment session times out.

Some card payments may ask for an extra security step before the payment can be approved. If that step fails or is not completed, the payment may be declined and the order will not be confirmed.

Saved card issues

Saved cards are there to make checkout quicker, but they can still fail. A saved card may stop working if it has expired, been replaced by your bank, needs a fresh security check, or is no longer accepted by the card issuer.

If a saved card does not work, try paying by card again through secure checkout. If you have an active subscription, make sure you add another payment method and set it as default before removing your main saved card.

Secure checkout would not open

If secure checkout does not open, it may be caused by a temporary connection issue, an expired checkout session, missing account details, or a basket that needs refreshing.

Go back to your basket, check the order summary, and try Continue to checkout again. If you are adding a payment method from your account, check that your billing details are complete before trying again.

Pending or unclear payment status

Sometimes a payment can take a short time to update. Please do not keep retrying lots of times if your bank app or card provider shows the payment as pending.

Wait a moment, refresh your account area, and check your transactions and prize draw entries. If ticket numbers do not appear after a payment you believe was successful, contact support so the team can check the payment and order records.

When to contact support

Contact support if money appears to have left your account but ticket numbers are not showing, checkout keeps showing the same error, your saved card details look wrong, a subscription payment has failed, or your basket total does not match what you expected.

It helps if you include the competition name, ticket quantity, email address on your account, approximate payment time, and any payment or order reference shown on screen.

If you still need help, here are your options

Start Chat: Ask a quick question while you keep browsing. The chat can talk you through checkout errors, saved card issues, payment methods, ticket credits and account checks.

Contact Support: Send the team a support ticket if payment appears to have been taken, checkout keeps failing, a saved card will not work, or your ticket numbers have not appeared after a successful payment.