ISSUES WITH PURCHASE?
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Frequently asked questions
Below are frequently asked questions, find out if that's your problem
If you see this message when you try to make a payment with us, it means that the transaction is currently pending verification by the payment provider you have selected.
This process depends only on the payment provider you are using. Usually this can happen with wallet or credit card payments made through Boa Compra (up to 3 hours) and in some cases it can also happen with PayPal payments (up to 24 hours).
Regardless of the validation time, once the payment confirmation reaches us, we will contact you by email to finalize your order.
In the meantime, if you want to confirm that everything is going as planned, please feel free to contact support by creating a ticket here . Provide them with the order number / invoice ID you got from the payment provider and they can follow up on it.
If you see this message when trying to create an order on Eneba, it means that although the transaction process started, the payment provider never received the information needed to process the payment.
If you have provided all the necessary information and gone through the standard payment validation process and you are still getting this error, please consider the suggestions below:
– Try to complete the transaction using the same browser, but this time using incognito mode.
– Clean your cookies or try to use another browser.
– Please make sure that you do not have any software that can block the data activated at the time of payment (VPN, AdBlocker, etc.).
If the problem persists after trying these suggestions, please create a ticket with our support team by clicking here .
In some cases, the payment provider you are using may decline the transaction before the information is sent to us. This is normally related to some restrictions on the payment method you use, such as for international or online transactions, or due to a typo in the information you provided.
To try to avoid this problem, here are some suggestions:
– Please check your bank’s online settings and make sure you are able to make international and online payments with the card you are using.
– Check all the information you entered and make sure everything is correct and up to date.
– Confirm that you have enough money in the payment method you are trying to use.
– Please note that although your transaction was declined, your bank may still withhold the funds. This means that although the payment has never left your account, you can still see the transaction as pending.
If you would like to know more about this case and how to avoid it, please contact our support team by creating a ticket here .
Your order should be completed as soon as your payment is registered. It should only take a few minutes, however, the timeframe may differ depending on the payment method and your payment provider.
You can find all your keys in the “Order” section of your A4gamers account
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