Start with these checks
Check your internet connection
Make sure you’re connected to a stable Wi-Fi or mobile data network. A dropped connection mid-payment is one of the most common causes of failure.
Confirm you have sufficient funds
Check that your card, mobile money account, or Credits balance has enough to cover the payment.
If the problem continues
Retry after a few minutes
Close the app completely, wait a few minutes, and try the payment again. Temporary gateway issues usually resolve on their own.
Switch payment methods
If your current method keeps failing, try a different option — for example, switch from a card to mobile money, or top up your Credits Wallet and use that instead.
Contacting Support about a failed payment
When you contact Support, include the following so they can investigate quickly:- The error message shown, if any
- Your transaction ID or a screenshot of the payment attempt
- The approximate time of the attempted payment
Frequently asked questions
My payment went through but I didn't get access to the content. What do I do?
My payment went through but I didn't get access to the content. What do I do?
Contact Circo Support with your transaction ID or payment screenshot. Include the date and time of the charge so the team can locate the transaction and resolve it.
Why does my card keep declining?
Why does my card keep declining?
Common reasons include: insufficient funds, your bank blocking the transaction, or the card type not being supported in your region. Contact your bank if Circo shows the payment as submitted.
How do I find my transaction ID?
How do I find my transaction ID?
Check your Wallet tab transaction history or the payment confirmation email/SMS from your bank or mobile money provider.
Can I use a different payment method for the same purchase?
Can I use a different payment method for the same purchase?
Yes. If one method fails, retry the purchase and select a different payment option at checkout.