Why can't I complete my purchase, or why wasn’t my purchase approved?

During the purchase, certain problems may occur, which prevent it from being processed correctly. This article addresses the main reasons that can prevent the approval of a purchase and presents a few guidelines on how to proceed in this situation. 

Situations in which the purchase can’t be completed

Buying at Hotmart is quite easy: the buyer must fill in some personal information, which may vary according to each product. In order for the purchase to be completed, you need to pay attention when entering the information in the checkout page’s form. Below, we list a few situations that prevent the transaction from being completed:

When personal information is entered incorrectly: 

Check that the information listed below has been entered correctly:

• Your Name
• Your Email
• Taxpayer Identification Number

When payment details are entered incorrectly:

Check that the info listed below has been entered correctly:

• Credit Card Number
• Card holder
• Card Expiration Date
• Card security code (3 to 4 digit number on the back of the card)

Other situations:

• There was a problem generating the bank payment slip: try generating the payment slip again and, if not successful, contact our support team. Don’t worry about the payment slips generated previously, since non-payment will result in their cancellation.
• The purchase could not be completed. The Terms of Purchase were violated: For your and our safety, Hotmart has terms of use that if violated, can cause the blocking of new purchases. In this case, in addition to consulting our Terms of Use by clicking here, you should contact our support team, so your case can be evaluated. 
• Sorry, but this product is no longer available for sale: This means that the product you’re trying to purchase has been disabled by the creator and is no longer being sold. 
• There was a problem with the credit card issuer: Please contact your credit card issuer directly. Check if there’s a temporary problem, as well as check your balance and limit available on the date of purchase.
• You’ve already submitted a purchase in this section: Check your email to make sure that there’s no confirmation of a purchase for this same product to avoid duplicate purchases.
• The informed VAT is invalid. For purchases made in a country that belongs to the European Union, it is necessary to fill in this field. Learn more about how the shopping process works in those countries by clicking here. 
• Sorry, but the currency conversion of the requested product could not be performed: In this case, we suggest that you contact the seller through the email available on the checkout page immediately below the product’s name.
• The card informed is not a credit card. Check if your card is really a credit card or, if it’s actually a debit card, a meal card or, if it hasn’t been enabled for internet purchases. Remember that there’s no option for payments using a debit card.

Situations in which the purchase is not approved

After your order is completed, the purchase goes through a few verification steps. Check them out below:

1. The purchase needs to be approved and cleared by your bank or credit card issuer.
2. Then, the payment platform confirms this approval and authorizes the purchase.
3. Hotmart receives this information and acknowledges the payment.
4. That’s it! The access information is sent to the email you registered at the time of purchase.

Reasons for the card issuer or bank not to approve the purchase

• Payment was denied by the Card Issuing Bank (the bank or institution that issued your card). The Issuer can deny payment even if there’s a balance, if they feel the purchase was outside your normal shopping habits. In these cases, you need to call the card issuer and authorize the purchase.
• There wasn't enough balance on the card.
• The card wasn’t enabled for internet purchases. In these cases, you’ll need to call your card issuer and ask them to unlock your card for online purchases.
• The purchase was canceled, but the card issuer says you were charged: this is common, because if there’s a balance, and the reason for cancellation was due to some criteria of the issuing bank, the balance will be temporarily consumed, and a few days later will be automatically reversed by the card issuer. In this case, we also suggest that you contact your card issuer to verify the reason for cancellation.
• In the case of a payment slip or bank transfer, the purchase may be declined when the amount paid or transferred is less than the original purchase amount.

In the case of these problems listed above, for you to make the purchase, direct verification with your card issuer is required.

If you have any other questions, just contact our Customer Support team! We’re always at your disposal! :)