Payment Issues
Quick resolution of all payment issues — declined payments, double charges, stuck transactions, and other errors
Urgent issues
If you have a critical problem:
- Money were charged, but product not received → Go to solution
- Double or multiple charge → Go to solution
- Unknown charge on card → Urgently contact support
- Suspected fraud → Fraud Report
Common problems
Payment declined: Detailed solution
This is the most common issue. Here is a step-by-step action plan:
Step 1: Determine the rejection reason
Problem diagnosis
Mark all the symptoms you observe
-
□Message "Insufficient funds" or "Insufficient funds"
-
□Message "Card declined bank" or "Card declined"
-
□Message "Incorrect CVV" or "Invalid CVV"
-
□Message "Card blocked" or "Card blocked"
-
□Just "Error" without details
-
□3D Secure not opening
-
□Payment goes through, but then cancelled
Step 2: Check main reasons
Step 3: Try these solutions
-
Use another cardThe fastest solution — try a different card (if available). Or a virtual card from the same bank — it often goes through better.
-
Use PayPal / Apple Pay / Google PayDigital wallets often bypass bank restrictions. Link the same card to PayPal and try paying thereg in it.
-
Call your bankCall the bank hotline, explain the situation and ask to approve the transaction. Mention the amount and the store name (shookout.com). they can temporarily lift restrictions.
-
Increase limits in the appMany banking apps allow you to increase the online payment limit for 24 hours yourself. Findd in security settings.
-
Try via VPNSometimes it helps to connect via VPN from the same country where the card was issued. Thiss reduces suspicion for anti-fraud system.
-
Use cryptocurrencyIf the card doesn't work at all — pay with cryptocurrency (Bitcoin, USDT, ETH). This bypasses bank restrictions. We charge zero commission for crypto.
Tip: Before a large payment, try buying something cheap ($1-5) to verify. If small purchases workpayment passed — large also will pass.
Money charged but product not received
Don't panic! In 95% of cases this is a temporary system delay. Here's what to do:
Immediate actions (first 5 minutes)
-
Check section "Purchases"Go to My purchases → Refresh the page (F5) → Check if the product appeared. Sometimes the product is already there buttification not with.
-
Check emailCheck your email (including spam) → You should receive an email "Your purchase is ready" with a link to the product. if emails no — proceed to next step.
-
Wait 10 minutesSometimes between the charge and the product being credited there is a 5-10 minute delay due to load onpayment system. a break and return in 10 minutes.
if product not appeared in 10 minutes
-
Find the transaction numberCheck email → Find email from payment system (Stripe / PayPal) → Copy Transaction ID (usuallylly starts with "pi_" or "txn_"). Also check statement in law app.
-
Write to to supportGo to Support → Topic: "Money charged but product not received" → Specify: Transaction ID, amount payment, date/time, name product. we will check status and will issue product manually in the period of 1 hours.
Important: Do NOT try to pay again! This will lead to double charging. Wait for a solution firstns first transactions.
Why does this happen?
- Delay payment provider: Stripe/PayPal sometimes delays payment notifications by 2-10 minutes
- High load: During peak hours (weekends, sales) the system processes thousands of transactions simultaneously
- Error webhook: Technical problem with data transfer between Stripe and our server
- Issue with email: Email blocked by spam filter or delayed by mail server
Guarantee: If money was charged — you will 100% receive the product. We see all transactions and neverwe clarify of buyers without product. In an extreme case, will issue manually.
Double charge
Money was charged twice (or more) for one purchase. This is a critical issue requiring immediate refund.
Why does this happen?
- Double click: Clicked "Pay" twice due to slow internet
- Error payment system: Failure on the Stripe/PayPal side when processing the payment
- Bug browser: Double form submission due to JavaScript errors
- Hold + Charge: First bank blocked (hold), then charged — this looks like a double charge, but thathis not so
How to distinguish a real double charge from a Hold?
| Sign | Hold (not problem) | Real double charge |
|---|---|---|
| Status in bank | "Blocked" / "Pending" | "Charged" / "Completed" |
| Number of transactions | 1 transaction, 1 block | 2+ transactions with different IDs |
| Term | Will disappear in 3-7 days | Will not disappear on its own |
| In the statement | only one charge | Two charges |
What to do with a double charge?
-
Check bank statementGo to banking app → Transaction history → Find both transactions → Make sure both haveve status "Completed" / "Charged". Make screenshots.
-
Find the Transaction IDs of both paymentsCheck email → There should be two emails from Stripe/PayPal with different Transaction IDs. Copy both IDs.
-
Write to support IMMEDIATELYGo to Support → Topic: "Double charge" → Attach screenshots statements → Specify both Transaction ID. we will return duplicate in the period of 24 hours.
ℹ️ Refund timing: Duplicate returns on the same card in the period of 1-3 business days. During peak seasons can take up to 5 days. You will receive email with confirmation refund.
3D Secure not working
Window confirmation 3D Secure not opening or SMS with code not goes. Among all methods solutions:
-
Disable ad blockersBlocksblockers (AdBlock, uBlock) often blocksthey pop-up windows 3DS. Disable extensions on time payment or add shookout.com in white list.
-
Allow pop-up windowsThe browser may block the 3DS popup. Click on the icon in the address bar → "All Mail"low allfloating windows for this site" → Try pay again.
-
Check number phone in bankSMS not goes → Go to app bank → Check, the phone number currently linked to the card. if no — update in bank.
-
Try a different browserif 3DS not works in Chrome → Try Firefox, Safari or Edge. sometimes problem specificon for browser.
-
Clear cache and cookiesOld data can interfere with 3DS. Chrome: Ctrl+Shift+Del → Clear cache and cookies → Restart the appupload page → Try again.
-
Use banking mobile appMany banks support confirmation via app instead of SMS. Check the app — there can be push-notification with code.
-
Use an alternative payment methodif 3DS at all not works → Use PayPal, Apple Pay or Google Pay. they use own authentication without bank 3DS.
Codes errors payments
Explanation of all error codes and how to resolve them:
⏳Crypto payments
Crypto payment not confirmed
If you sent cryptocurrency but the product was not credited:
-
Check transaction status in blockchainCopy Transaction Hash (TxID) → Paste into a blockchain explorer (e.g., blockchain.com for BTC, etherscan.io for ETH) → Check number confirmations.
-
Wait for required number of confirmationsBitcoin — 2 confirmations (~20 minutes), Ethereum — 12 confirmations (~3 minutes), Solanaana — 32 confirmation (~15 seconds). Product will be credited automatically after the required number of.
-
Check correctness addressMake sure, that sent on correct address and in the correct network (for example, USDT TRC-20 you cannot send on address ERC-20). if error — funds lost.
-
Check amountSend exactly the specified amount, that specified in the order? if less — payment not will be counted. if more — excess not will return.
Important: Crypto transactions are irreversible. If sent to wrong address or wrong network network — funds lost forever. always check address before sending!
Cryptocurrency payment stuck
if transaction stuck in "Pending" several hours:
- Low commission for verification for the verification process (Gas Fee): Setor too low commission for verification for the verification process → Transaction waits in queue. Solution: wait or will speed up with RBF (Replace-By-Fee) in wallet.
- Network overload: Blockchain overloaded (many transactions). Solution: simply wait. Bitcoin can up to 24 hours, Ethereum — up to 1 hours.
- Unconfirmed transaction: Transaction is in mempool, but still not enabled in block. Solution: wait or will speed up by increasing Gas Fee.
Frequently asked questions
Wait 10 minutes — in 90% of cases the product appears automatically. If after 10 minutes the product no — immediately write to to support with Transaction ID. we will issue product manually in the period of 1 hours in working time.
If the product is digital and already received — cancellation is not possible (digital goods are non-refundable). If the product was not received or there is a technical issue — write to support, we will consider the refund individually.
This is usually the bank's or Stripe's anti-fraud system. The payment is first automatically approved, then manually reviewed and cancelled if fraud is suspected. Solution: call your bank, ask them to approve the transaction for shookout.com, and try again.
Check currency conversion rate — if purchased in USD but card is in EUR, bank converted at its rate their rate with commission for verification for the verification process 1-3%. Also check statement in 2-3 days — sometimes bank first shows withal amount, then corrects. if difference more 5% — write to to support.
Unlimited, but no more than 5 attempts within 1 hour. After 5 failed attempts the system will block payment for 1 hour to protect against fraud. If payment fails 3 times in a row — not try further, first resolve problem with bank.
this depends from payment system. Stripe and PayPal blocksthey payments from some countries. if your card not goes through — try cryptocurrency (Bitcoin, USDT, ETH) — it works from any countries without restrictions.
Hold (blocking) — this when bank temporarily reserveprocesses money for verification payment. this NOT charge. Hold automatically is lifted in 3-7 days, and money will return on card. if payment passed — hold is replaced on real charge, the duplicate will not happen.
when first purchase or large amount (>$500) Stripe may request additional identity verification to protect against fraud. This is normal. Provide the requested documents, and the payment will be approved within 24 hours.
Digital goods are non-refundable under consumer protection law (the product is received instantly). But if you haven't downloaded the files or opened the product — write to support within 24 hours, we will consider the refund individually.
No, after payment change method you cannot. But if payment still in status "Processing" (being processed) — you can cancel its and create new order with other method payment.