Payment Issues

Common Card Processing Problems

VISA Cards

If you have a VISA card, enter the full name on the card, the card type, the long card number, the expiry date and the last 3 digits on the signature strip only. DO NOT enter the start date or issue number if your card has these.

MasterCard Cards

If you have a MasterCard, enter the full name on the card, the card type, the long card number, the expiry date, the start date and the last 3 digits on the signature strip only. DO NOT enter the issue number if your card has this.

VISA Electron and American Express Cards

Unfortunately we do not accept VISA Electron or American Express cards at this time. Please try a different card if possible - we accept VISA Debit, VISA credit, MasterCard and Maestro/ Switch.

Address Errors

Please make sure that your email address is entered in the correct format and that your postcode is entered with a space eg. AB12 3CD

3D Secure

What is 3D Secure?

3D Secure is an extra security measure introduced by card issuers to fight card fraud. There are several types, including Verified by Visa and MasterCard SecureCode.

How does 3D Secure work?

When you have entered your card details on our site and clicked ‘Submit Payment’ a 3D Secure web page may appear - if your card is part of the 3D secure scheme. This page will work in one of two ways:

1. If your card is not yet registered with 3D Secure or not yet been used with 3D Secure it will ask you to register. In most cases you can register online. All you usually need to register is your date of birth, some card details and a password of your choice.
2. If the card has been used with 3D Secure before or the card was pre-registered by your bank it will ask you to input a password or 3 specified letters/ numbers from it. If you enter the password successfully it will bring you back to our site and confirm your order.

What happens if the I do not know/ remember my password?

There is often a link that says ‘forgotten password?’ or something similar. If the you click on this link they can fill in a form and choose a new password. If this option is not available or you have problems filling in the form you must call your bank - we cannot help with this page as it is part of your banks website not ours!

What happens you enter the correct password and the order still fails?

You will need to contact your bank to see if there is a problem with your card/ account. If you have another card to try instead, please do so.