Payment errors can happen for many reasons, but most can be fixed in just a few minutes.
This guide walks you through what to check, how to retry safely, and when to contact support.

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Step 1: Don’t Retry Immediately #

If you see a payment error:

• Do not refresh the page repeatedly
• Do not place multiple orders right away

⏳ Wait 1–2 minutes before trying again to avoid duplicate charges.

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Step 2: Check If Your Order Was Created #

Before retrying payment:

1. Log in to your Kingston Express account
2. Go to My Account → Orders
3. Check if the order appears

• If the order exists → Check its status
• If no order exists → You can safely try again

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Step 3: Check for Pending or Temporary Charges #

Open your:

• Bank app
• Card statement
• Wallet balance

You may see:

• A pending charge (not completed)
• No charge at all

📌 Pending charges usually disappear automatically within a few business days.

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Step 4: Verify Your Payment Details #

Double-check:

• Card number, expiry date, and CVV
• Billing address
• Wallet, points, or gift card balance

✔ Small errors are a common cause of failed payments.

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Step 5: Try a Different Payment Method #

If the error continues:

• Switch from card to Wallet
• Use Points or Gift Card + Card
• Try another card or payment option

💡 Some sellers may only support certain payment methods.

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Step 6: Check Your Internet Connection #

Payment errors can occur if:

• Internet connection is unstable
• The browser closes during payment
• The page times out

🔄 Try:

• Switching to a stable Wi-Fi connection
• Using another browser or device

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Step 7: Contact Your Bank (If Needed) #

Your bank may block payments due to:

• Security checks
• International transaction restrictions
• Spending limits

🏦 A quick call or app confirmation can often unblock the payment.

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Step 8: Wallet, Points & Gift Card Issues #

Check that:

• Wallet balance is sufficient
• Points are eligible for the order
• Gift card code is valid and unused

📌 You may need to combine with another payment method.

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If You Were Charged but the Order Failed #

If money was deducted but no order appears:

• The charge may be pending
• Or it may be automatically reversed

⏳ Banks may take 2–5 business days to release pending funds.

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When to Contact Kingston Express Support #

Contact support if:

• You were charged and no order appears
• Payment errors keep repeating
• Wallet, points, or gift card balances look incorrect

Please include:

• Screenshot of the error
• Transaction reference (if available)
• Email used at checkout

📌 This helps support resolve the issue faster.

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Helpful Tips to Avoid Payment Errors #

✔ Use a stable internet connection
✔ Avoid refreshing during payment
✔ Double-check details before submitting
✔ Ensure enough balance before checkout
✔ Wait a moment before retrying

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Final Tip #

Most payment errors are temporary and easy to fix. Taking a calm, step-by-step approach usually gets your order completed quickly and safely 💳