Articles on: Pre-Sales

Why did my order fail?

If you are facing with a payment error while trying to purchase a new license, please go to the --> CASE 1

If you faced with an error while you were trying to renew your existing license/subscription, please go to the --> CASE 2

Using a VPN may cause a payment failure. You can temporarily disable the VPN before the payment.

CASE 1: Initial Payments

There are a few possible reasons that may cause an order to fail.
Please make sure that all the conditions below are fulfilled.

Make sure that you have enough balance in your account.
Make sure that you your card is not expired.
Your account should be enabled for electronic shopping.
Are there any additional security steps such as 3D secure? If yes, then you will need to provide the 3D code which you will get it by an SMS during the payment. The 3D secure code is sent to the owner of the credit card by an SMS for security.

BTC payments should be completed within 5 minutes. 5 confirmations are required.

How to fix wrong amount on the checkout page?

Check the "Your order" section on the checkout page. There might be redundant orders or items. You can delete redundant or duplicated items there.

Your Order (Prices may differ by time, currency or by chosen product)

Not fixed? No problem, delete the browser history/cache and then, retry to place an order.

Emails don't match error

Just delete the browser history/cache and then, retry to place an order.

Error Message "Email already registered"

If you get this error, it means that you had already subscribed to a SPYERA subscription in the past.

1) If you already have your billing system login credentials, please visit this link and log into your account

2) Open a new tab and go to this link to purchase a license while you are logged in your SPYERA billing account.

If you don't know your billing system credentials, please visit this article to see how to reset your login credentials.

CASE 2: Renewal Payments for existing subscriptions and licenses

2.1 Sorry, we are unable to process the payment
Make sure that your card is not expired.
Make sure that fund is sufficient.
While everything is OK with your current card if you are still getting this error message, then please try to pay with another card.
Contact us if that doesn't help though.

2.2 No Pay button
Wait for a few days for the renewal order to be created by the system or contact us to manually create a pending order.

2.3 Wrong Amount of Renewal Order

This issue rarely happens.
By default, our prices are in USD.
If you are using another currency for SPYERA subscription, then the amount of the renewal payment may change by the time.
However, if there is a huge difference that cannot be associated to the currency difference, please don't attempt to pay for the renewal of your subscription and directly contact us with a screenshot of your renewal order.

See the available payment methods

Updated on: 05/01/2023

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