Search

Fixing a failed or duplicate payment

If your payment fails or you notice you were charged more than once, this article explains why it might have happened and what you can do about it. You'll find common reasons payments fail, steps to resolve them, and what to do if you're charged twice.

Before you begin

  1. This applies to any payment on Fiverr, whether you're paying for an order, a subscription, or another purchase.
  2. If you plan to contact us about a failed or duplicate payment, have your account email, payment method details, and Fiverr order number ready. This speeds up the process.

Reasons your payment might fail

  • If a card payment doesn't go through, your bank may show a temporary pending charge from the authorization request. We cancel this authorization on our end, and your bank releases the funds back to your card, usually within 2 to 7 days. This isn't a refund, since we never charged you, it's your bank releasing funds it had reserved.

  • If a PayPal payment doesn't go through, PayPal releases the funds it held for the transaction. Contact PayPal directly if you need more details.

  • This is the most common reason a payment fails.

  • Your card issuer or bank may not support international payments, may not support your card type, or may flag the transaction as suspicious because it's going to a company in another country.

  • A mistyped card number, expiration date, security code, or billing ZIP code stops the payment from going through.

  • Some transactions require an extra security step, called 3D Secure, that your bank adds to confirm it's really you. If you don't complete this step, the payment won't go through.

  • If you try to pay more than once in a short time, we, or your bank, may treat the extra attempts as duplicates and decline them.

We can't troubleshoot issues on your bank's side. If your bank declines a payment, contact them directly for details.

What to do if your payment fails

  1. Double-check your card number, expiration date, security code, and ZIP code, if required.
  2. Confirm your card is valid and hasn't expired.
  3. Make sure you haven't exceeded your card's limit.
  4. Contact your bank to confirm you can make payments to international companies.

Troubleshooting payment issues

  1. If you paid by credit card, contact your credit card company to check for issues with your account.
  2. If you paid by PayPal, contact PayPal to ask why the payment failed.
  3. If you used a credit card, try PayPal instead. If you used PayPal, try a credit card that isn't linked to the same bank.
  4. If you only tried once, try again. Start the checkout process from the beginning. Don't click your browser's back button or refresh the page.

If you've tried all of these options and your payment still doesn't go through, contact Customer Support.

What to do if you were charged twice

A payment can go through more than once because:

  • Your connection may have dropped during checkout, or you clicked your browser's back button or refreshed the page. Avoid doing this during checkout.
  • You clicked the payment button more than once. When this happens, the payment processor sometimes approves multiple attempts, which charges your card twice.

If you were billed more than once, contact Customer Support. To speed up the process, have the following ready:

  • Have the following ready:
    • Your username and email
    • PayPal transaction ID
    • Amount of the purchase
    • If two orders were created, the Fiverr order number, starting with "FO," or a note that no order was created.
  • Have the following ready:
    • Your username and email
    • First 6 digits of the card
    • Last 4 digits of the card
    • Amount and date of the purchase
    • If two orders were created, the Fiverr order number, starting with "FO," or a note that no order was created.

For the full payment flow, including service fees and split payments, see Paying for orders, extras, or custom offers.

FAQs

  • When a card payment fails, we cancel the authorization. Your bank still shows this as pending until it releases the funds, usually within 2 to 7 days.

  • Double-check your card details, confirm your card hasn't expired or exceeded its limit, and try a different payment method. If it still doesn't work, contact Customer Support.

  • Contact Customer Support with your payment details and Fiverr order number, so we can look into it.

  • Yes. If you tried a credit card, try PayPal. If you tried PayPal, use a credit card that isn't linked to the same bank.

    To learn more about the payment methods Fiverr accepts, see Payment methods.

Was this article helpful?