Troubleshooting payment issues

Created by Edicel Antonio, Modified on Mon, 20 Oct at 8:42 AM by Edicel Antonio

If you’re having trouble making a payment, seeing unexpected charges, or completing an order, follow these steps to quickly resolve most issues:

Step 1: Check Your Payment Method

Ensure your card details (number, expiry date, CVV) are correct.
Confirm your billing address matches the one registered with your bank.
Some cards may block international or online payments; contact your bank or card issuer to authorise the payment if needed.
Check if your card is locked - a locked card will cause failed payments. Unlock it with your bank to ensure seamless transactions.

You can update your payment method on both the app and web profile:

Click the top-right menu
Select Payment Method
Tap ‘New Card’ to add or update your card

Step 2: Retry Payment

Close the app and reopen it.
Retry the purchase or delivery payment.
If using Apple Pay or Google Pay, ensure your device has the correct card selected.

Step 3: Check Your Connection

A weak or unstable connection can cause payment errors.

Switch between Wi-Fi and mobile data.
Retry your payment on a stable network.

Step 4: Contact Support

If the issue persists, email help@winedrops.co.uk with a screenshot of any error message received.

We’ll investigate and help you complete your order.