Payment Failed
Common reasons why a payment might fail at checkout and how to retry successfully.
If your payment fails at checkout, your order will not be placed. This article explains the most common causes and the steps to resolve them so you can complete your purchase.
Steps
Read the error message
When a payment fails, an error message is shown on the checkout screen. Note the message carefully — it often tells you whether the issue is with insufficient funds, a network problem, or incorrect details.
Check your balance or card details
For Card payments, verify that the card number, expiry date, and CVV are entered correctly. For Mobile Money, confirm that your M-Pesa or Airtel Money wallet has sufficient funds and that the mobile number you entered is the one registered to your wallet.
Re-enter your PIN if prompted
Mobile money transactions require you to authorise the payment with your wallet PIN on your phone. If the PIN prompt expired or you entered the wrong PIN, the payment will fail. Wait for the new prompt and enter your correct PIN.
Check your network connection
A weak or interrupted network connection can cause payments to fail mid-transaction. Switch to a stronger Wi-Fi or mobile data connection and try again.
Try a different payment method
If the issue persists, return to the checkout screen and switch to a different payment method. For example, if your card is failing, try Mobile Money or Cash on Delivery instead.
Warning
If your mobile money wallet was charged but your order did not go through, the amount will be automatically reversed to your wallet within a few minutes. If it is not reversed within 24 hours, contact Vyete support.
Tip
Make sure your mobile money service is active and your SIM is not blocked before retrying a mobile money payment.
Common questions
Q: My card was declined but I have enough funds — what's happening?
A: Some banks block online or international transactions by default. Contact your bank to confirm that online purchases are enabled for your card, then retry.
Q: I was charged twice — what do I do?
A: Duplicate charges are rare but possible due to network errors. Contact Vyete support with your order reference and your bank statement showing both transactions, and the duplicate will be refunded.
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