If your SPYERA order failed, the cause is usually a card or checkout issue that is quick to fix. Use the section below that matches your situation: Case 1 for a first-time (initial) purchase, or Case 2 for renewing an existing license or subscription.
Before you start: Using a VPN can cause a payment to fail. Try temporarily disabling your VPN before you pay.
Case 1: Initial payments (buying a new license)
Several things can make a new order fail. Check that all of the following are true:
- You have enough balance or available funds in your account.
- Your card is still valid (not expired).
- Your account is enabled for online / electronic shopping.
- If your bank uses extra security such as 3D Secure, you complete it — entering the code sent by SMS, or approving the payment in your bank’s mobile app.
- If you pay with Bitcoin (BTC), complete the payment within 5 minutes; 5 confirmations are required.
The amount on the checkout page is wrong
- Check the “Your order” section on the checkout page — there may be duplicate or extra items. Delete any redundant items there.
- If that does not fix it, clear your browser history/cache and try to place the order again.
“Emails don’t match” error
Clear your browser history/cache, then try to place the order again.
“Email already registered” error
This means you subscribed to SPYERA in the past. To continue:
- Log in to your existing billing account.
- In a new tab, open the purchase page and buy your license while you are still logged in to your SPYERA billing account.
If you do not know your billing login, follow the instructions to reset your billing credentials, or contact support.
Case 2: Renewal payments (existing licenses and subscriptions)
“Sorry, we are unable to process the payment”
Make sure your card is still valid and has sufficient funds. If everything looks correct with your current card but the error continues, try paying with a different card. If that still does not help, contact support.
No “Pay” button
Wait a few days for the system to create the renewal order, or contact support to have a pending order created manually.
Wrong amount on the renewal order
This is rare. Prices are set in USD by default, so if you subscribed in another currency the renewal amount can shift over time with exchange rates. However, if the difference is far larger than a normal currency change would explain, do not pay — contact support with a screenshot of your renewal order.
For a full list of accepted payment options, see the pricing page.