If you see an error message during the checkout process, try the following:
Re-enter your billing information
Delete your existing billing information, and then re-enter it. This ensures that you don't accidentally introduce blank spaces or enter a wrong character.
- Enter your name on your credit card exactly as it appears.
- Verify that your address and postal code are accurate.
To manage your account billing information, follow the steps in this article:
Select the 'I'm not a robot' checkbox during checkout
Before you proceed to checkout, you may see a message that asks you to identify objects in a picture, and then select a checkbox. Be sure you click the checkbox so that your items can be processed. The 'I'm not a robot' checkbox looks like this:
Purchase using your computer
If you're using your Kobo eReader or Kobo Books app to make a purchase, try buying your item on Kobo.com using your web browser instead. To learn how, follow the steps in this article:
Clear your web browser's information
Sometimes clearing your web browser's history and cache fixes errors and issues during the checkout process. To learn how to clear your web browser's information, follow the steps in the articles below:
- Clear browsing information on Google Chrome
- Clear browsing information on Safari (Mac)
- Clear browsing information on Firefox
Switch your web browser to incognito mode
Incognito mode lets you browse a website in private. Turning on incognito mode on your web browser may fix purchasing issues at checkout. After you switch your web browser to incognito mode, try making your purchase on Kobo.com.
To learn more, follow the steps in these articles to use incognito mode:
Use a different web browser
Try using a different web browser on your computer to see if you can purchase your item. Here are some popular web browsers we recommend:
Use a different internet connection
If possible, try using a different internet connection to make your purchase. In some cases, an internet connection may not be stable, and can cause issues during the checkout process. For example, if you have cellular data on your phone, you can temporarily create a hotspot and use your computer to connect to your phone's cellular data.
After you've connected to a different internet connection, try purchasing your item again.