FAQs

Q. Who are Sage Pay?
A. Sage Pay are an accredited payment service provider. We handle your credit card transaction in a highly secure environment.

Q. Why has my card been refused?
A. If you receive the message "Authorisation on that payment type has been declined by the bank" your card has been declined by your card issuer. Sage Pay does not generate this message, and you will need to contact your card issuer to find out why your card has been refused. You should check you have entered the following correctly: Your card issuer may inform you that they have authorised the payment, but are awaiting an
authorisation code from the merchant. This is known as a referral and cannot be authorised for online payments. In this case, you should try your card again or use a different card.

Q. I am getting an invalid card number or invalid card type message?
A. You should check that you are entering the card number without any spaces. Switch and Solo cards may have a card number printed on them which is only an 8 digit number. We require the long number across the center of the card.

Q. How do I obtain a refund?
A. Sage Pay provides the online payment system for the website you are using. However, we aren't able to authorise a refund because we aren't the owner of the website you are ordering from. You will need to contact the website you are ordering from directly to obtain a refund.

Q. I haven't received my goods?
A. Sage Pay provides the online payment system for the website you are using. However, we don't own the website you are ordering from. You will need to contact the website you are ordering from directly to find out when your goods will be delivered.
Q. Why is there a Surcharge?
A. This is the fee that the website is charging you to cover their costs for processing your selected payment method.



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