## Overview
If your payment fails when purchasing or renewing your LEO hair loss treatment subscription, your order cannot be processed until the issue is resolved. This article explains common reasons for payment failure and how to get your subscription back on track.
## Common reasons for payment failure
- **Card details incorrect:** The billing address, card number, expiration date, or security code (CVV) may have been entered incorrectly.
- **Insufficient funds:** There may not be enough funds available in your account or on your card at the time of the charge.
- **Bank rejection:** Your bank or card issuer may have blocked the transaction for security reasons or because of international restrictions.
- **Expired card:** The card on file has expired and needs to be updated.
- **3‑D Secure verification:** Your bank may require an additional authentication step that was not completed.
## How to resolve the issue
1. **Check your details:** Log into your account and verify that the card details and billing address on file are correct.
2. **Ensure funds are available:** Make sure there are sufficient funds or credit available for the transaction.
3. **Retry the payment:** In many cases, you can retry the payment from your account dashboard. Follow the prompts to attempt the charge again.
4. **Update your payment method:** If your card has expired or been replaced, add a new payment method. We accept major debit and credit cards issued in the UK.
5. **Complete any required authentication:** If your bank uses 3‑D Secure (e.g., Verified by Visa, Mastercard SecureCode), ensure you complete the additional verification step when prompted.
6. **Contact your bank:** If the payment is still declined, contact your bank or card issuer to ask why the transaction is being blocked and authorise it if necessary.
## Getting help from LEO
If you continue to experience payment issues after following the steps above, please contact our support team via WhatsApp or email. Provide any relevant error messages or transaction details so we can investigate.
- **Subscription on hold:** If a renewal payment fails, your subscription will be placed on hold and no new medication will be dispatched until payment is successful. You will retain access to your account and consultation history.
- **No duplicate charges:** Our payment system will not double‑charge you. Failed transactions do not result in multiple authorisations.
## Summary
Payment failures can happen for a variety of reasons, most of which are easy to fix. Check your payment details, ensure funds are available, complete any required authentication, and update your card if necessary. Contact your bank if the problem persists. If you need further assistance, our customer support team is ready to help you resolve the issue and restore your subscription.