As with all websites there may sometimes be issues with navigating the site or placing orders. We hope it's smooth sailing, but if it's not, please see if any of the below steps help.
Online shoppers may find their cards declined for many reasons - one is some new security checks being implemented in the UK in the coming weeks. This includes more stringent verification including text confirmation. Full details can be found online, including this article on 'thisismoney.co.uk' (opens in a new tab).
Here are some options to try:
Discount codes and gift card codes can both be entered during the checkout process, after choosing delivery options. You can enter multiple gift codes here.
We have been informed of some people unable to click through to the payment section, and it may be due to the VPN interfering with our security. Please try using the site without VPN and see if that helps.
The website has been upgraded recently, and as such some issues can be fixed by clearing the browser's temporary files like cache and cookies. The process for doing this will depend which browser you use so please do an internet search such as 'Delete temporary files chrome'.
If you are using the optional firewall and VPN features of Brave, it may be worth trying to use our site without the VPN, as this may cause issues with the payment system.
There are also some script blocking options within Brave, which may also interfere with the payment system, so disabling these on our site may also fix issues.
All customers should see an option for debit card payment as well as paypal. If you don't please try these steps. You may only need to use one of these steps and then retry your payment, or you may need to try more than one. If you're using an iPad see the FAQ for that.
We appreciate that some of the above steps are quite technical, so if you need help please get in touch. We're happy to help!
We've found that some iPad users (especially with older models) are encountering issues with loading screens that don't go away, or missing payment options. There should be PayPal and debit / credit card payment methods available.
This is probably due to outdated browser software that is incompatible with the security of the shopping cart software on our site.
Unfortunately the only workaround for the older models is to install a newer browser or use a different device. The site works well on phones, other tablets and desktops. More information as to what causes it will become available as we get it. If you need help please get in touch.
If none of these things have helped, please contact us and include the issue your having, the browser and anything relevant. Also, if you had an issue and resolved it, please tell us how so we can help others. Thank you!