When a payment is declined or needs confirmation

A declined payment and a request for bank confirmation are different. Read the message shown in TrekGuider before deciding what to do next.

If the payment is declined

Check that the payment details are correct and the method is still valid. If the message points to a problem with available funds, card details, or an expired card, address that problem first.

A card issuer may decline a payment even when the details look correct. Contact your bank for its explanation, or choose another available payment method after confirming the first attempt did not complete.

Avoid repeated attempts with unchanged details.

If confirmation is required

Complete the bank confirmation shown during payment. Keep the payment window open until the process returns a result. Closing a confirmation prompt early can leave the action unfinished.

If the confirmation fails, read the result. You may be able to try the confirmation again or use another method, but first check whether the order or top-up has already completed.

If you cannot tell whether you paid

Check My Purchases for the order and review any receipt or payment notice. A bank's pending entry is not the same as confirmed delivery of a purchase on TrekGuider.

If TrekGuider says verification or payment status is pending, follow that instruction and do not pay again while the result is unresolved.

Contact support with the order reference, approximate time, amount, and exact message. Do not include your full card number, security code, or bank confirmation code.