Payment declined or failed

If your payment fails, no files are unlocked and your items stay in your cart. Check the card, then select Check out again.

Common reasons a payment doesn't go through

• The card was declined. Your card issuer said no. The Stripe payment page tells you the payment didn't go through. Only your bank can say why, so call the number on your card.
• The card isn't US-issued. Esano accepts US-issued cards only at launch. Esano cancels payments made with any other card. See payment methods and currency.
• The details were wrong. Check the card number, expiry date, security code and billing address.
• The checkout expired. A payment page stays open for about an hour. After that, you need to start a new checkout.

What to try next

1. Check the card details and try again on the payment page.
2. If it still fails, try a different US-issued card.
3. If the page has expired or you closed it, go back to Esano and open your cart drawer.
4. Select Check out to start a fresh payment page.

Your cart keeps every item until an order is paid, so you don't need to add them again.

If you left the payment page

If you close the payment page, or go back without paying, you return to the Esano home page. Nothing is charged and nothing is added to your purchases. Your cart is still waiting in the Cart drawer.

If checkout won't start at all

Sometimes the drawer shows a message under Check out instead of opening the payment page, such as "We couldn't start checkout. Try again." Wait a moment and try again. See why you can't check out for other messages and fixes.

Was something charged?

Check Purchases and reviews and your email. A paid order appears there with a number like E-10482. If you see a charge on your statement but no order, wait a few minutes (see payment pending after checkout), then contact Esano support with the date, the amount and the email on your account. If you paid twice for the same order, see I was charged twice.