What to do if my order is blocked?
Address problem Simply correct the delivery address, then click the button to let us know that the address has been changed.
Payment problem When we process your order for production, we attempt to charge you and collect the amount due for it.
If the payment fails (insufficient funds, limit reached, expired card) your order will be marked as blocked and you will receive an email informing you of the situation.
No fees are charged to you in this case but your order will only be processed when your payment is possible.
In this case, you need to take appropriate measures to resolve the issue: you can take the necessary steps with your bank or change your card, for example, in "Payment method".
To change your card, it's very simple: just enter your new information in the field and validate. Wait a few seconds and that's it.
Most common reasons returned by the bank
insufficient_funds: the funds in your bank account are insufficient
genericdecline / do not honor / transactionnot_allowed: the bank returns an error without giving more information, you need to contact the bank
tryagainlater: the bank has temporarily blocked the withdrawal, you need to try again later
stolen_card: your card has been reported stolen, we will not be able to process the orders
Retry the payment
Once you have done what is necessary, you just need to click on "Retry the payment" on the order management page (in the TPOP app).
The process is automatic, no need to contact us: we will attempt to process your order for production again (be patient, this step can take 1 to 2 days, on weekdays).