My payment was declined

If the purchase could not be completed, the checkout shows a screen with an X icon and the title “Unable to complete your purchase”. This can happen with a card, PIX, or boleto. The good news: you can almost always try again in a few seconds.

What the screen shows

• A message explaining that the payment was not approved.
• For a card, the last digits of the card used, in the format “Card no. ****1234”.
• An error code in parentheses (for example, “Error code: 5”).
• The “Try again” button.

The message varies by payment method:

• Card: “Payment not approved. The issuing bank did not authorize this purchase. Please contact your bank.”
• PIX / Boleto: “Payment not approved. Try again or choose another payment method.”

The most common reason

For cards, the screen itself points it out: “Most declined purchases happen due to typing errors. Please check your details and try again.”

So, before anything else, check:

• the card number (16 digits);
• the expiry (MM/YY);
• the CVV (security code on the back);
• the name exactly as it is on the card.

Trying again safely

1. Tap “Try again” (or the X in the top corner to go back to the checkout).
2. You return to the checkout with your order details preserved.
3. Redo the payment, paying attention to the card fields.

Trying again does not create a duplicate charge: a declined purchase is not charged. If you would like extra reassurance anyway, see the article on being charged twice.

If it keeps being declined

If the card keeps declining even with the correct details:

• Contact the card’s issuing bank — many declines come from the bank itself (limit, security block, online purchases disabled).
• Try another card or another payment method, such as PIX or boleto, when available at checkout.