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My credit card payments have failed or been refused, what should I do?
My credit card payments have failed or been refused, what should I do?

Has your purchase been cancelled? Payment refused? Here's how to make a successful purchase.

Updated over a week ago

🛡️ Revised Payment Services Directive (PSD2)

The security of your payments is a major priority at Libon! That's why, in 2017, we introduced 3D-Secure validation for purchases on our online shop.

The new payment services regulations applying from 14 September 2019 (the new PSD2 directive and the new 3D-Secure 2.2 standard) have provided an opportunity to modernize the purchase screens.

An article is available for your understanding of the purchase journey.

What should I do if my purchase is cancelled?

As long as you have not seen the green pop-up of a successful purchase in Libon, no debit has been made to your bank account. You have not completed your order, therefore please try again.

On your phone, when you start a payment:

1. Before PAY, check that your bank card icon 💳 is displayed on the order page. If you have registered several bank cards, select the desired card from the menu Select your payment method.

Once you have initiated payment by pressing Pay, the secure payment page will open. You must authenticate the transaction with your bank and validate the payment.

Don't close the secure payment page!

Do not abandon the payment with the bank! Do not cancel or refuse payment authentication during the authentication process with your bank!

How do I authenticate or confirm the payment with my bank?

  • The most common procedure is for your bank to send a text message with a one-time code. Enter the information on your bank's input screen.

  • Or authenticate the transaction in your bank's application, using your unique security code. Enter your remote bank password to log in and continue authenticating or confirming the payment.


    If you do not receive SMS messages or notifications from the bank, check your phone settings to see if you have enabled notifications from your bank to be sent to your number.

When your bank confirms authentication, the payment is authorized.

When the payment is validated, make sure that you receive the following message in Libon at the end of the process

successful purchase confirmation.

Do not close this payment page, quit or refuse payment authentication.

Once the transaction has been confirmed with your bank, return to the same page open in the web browser (where you started the purchase).

This will enable to finalize the payment and to receive confirmation of the successful payment. Otherwise, the payment will be cancelled.

You can then go back to Libon. A message of Purchase confirmed will appear. Your payment was successful!


Is your payment is still blocked?

Open Settings in your web browser (Chrome, for example) on your Android or iOS to empty the cache and try again.


Otherwise, test the purchase by opening the link to our web page in a different browser.

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