My payment receipt was rejected: what to do
You uploaded your receipt and the system marked it as rejected. Don't worry — it almost always has an easy fix. Read through the most common causes and act based on your situation.
Blurry or unreadable image
The system verifies that the receipt details are legible. If the photo came out shaky, dark, or low-resolution, take another one:
- Use natural light or a lamp aimed directly at the paper.
- Frame only the receipt, without objects around it.
- If it's a screenshot, make sure it isn't cropped or pixelated.
Then upload the new image from /shop/my-purchases → open your order → "Upload receipt."
Cropped receipt or missing details
The receipt must show: date, amount, reference or transaction number, and account or recipient. If any of those details were cut off, take another complete photo and upload it again.
The amount paid is less than the order total
If you transferred less than what the order cost, the system records it as a partial deposit and the order goes into review. You can:
- Make a second payment for the difference and upload that receipt too.
- Or contact the team if you need to adjust the order.
More details at /en/help/articulo/tienda/pedido-en-revision.
The transfer went to a different account
If you accidentally sent the money to an account other than the one we specified at checkout, the system can't validate it automatically. In that case:
- Contact your bank to reverse the transfer if possible.
- Then make the payment to the correct account shown in your order summary.
Receipt already used on another order
For security, the system detects duplicate receipts. If the same file has already been linked to a previous order (yours or from another account), it can't be used twice. If you think this is an error, reach out to us.
Still not working?
If you've checked everything above and the receipt is still being rejected, contact the team at /contact with:
- Your order number.
- A brief description of the problem.
- The original receipt attached.
We'll get back to you as soon as possible so you can complete your purchase.