> ## Documentation Index
> Fetch the complete documentation index at: https://help.circo.live/llms.txt
> Use this file to discover all available pages before exploring further.

# Failed Transactions

> If a payment doesn't go through, here's how to diagnose the issue and get your purchase completed.

Payments can fail for a few common reasons. Most issues are quick to resolve by checking the basics before retrying.

## Start with these checks

<Steps>
  <Step title="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.
  </Step>

  <Step title="Confirm you have sufficient funds">
    Check that your card, mobile money account, or Credits balance has enough to cover the payment.
  </Step>

  <Step title="Verify your payment method is supported">
    Confirm that the payment option you're using (card, mobile money, or wallet top-up) is available in your region.
  </Step>
</Steps>

## If the problem continues

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Contact Support">
    If the issue persists or if money was deducted but not credited to your account, reach out to Circo Support.
  </Step>
</Steps>

## 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

<Warning>
  If funds were deducted from your account but you didn't receive access to the content or Credits, contact Support immediately. Do not retry the payment until the original charge is resolved.
</Warning>

## Frequently asked questions

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>