Troubleshooting Payment Issues

A guide to resolving common payment problems, from declined transactions to refund requests and questions about currencies.

Having trouble with a payment? It can be frustrating, but don't worry. This guide covers the most common payment issues and how to solve them.

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Common Payment & Refund Questions

My payment was declined. What should I do?

A "Payment Declined" error can happen for several reasons. Here is a checklist of things to verify:

• Check Card Details: Double-check that you've entered the card number, expiration date, and CVV/CVC code correctly. A simple typo is a common cause.

• Ensure Sufficient Funds: Make sure your bank account has enough funds or your credit card has enough available credit to cover the purchase.

• Verify Card is Active: Ensure your card has not expired.

• Check Bank Restrictions: Some banks have restrictions on online or international payments. You may need to contact your bank to ensure such transactions are enabled for your card.

• Disable VPN: If you are using a VPN, try turning it off temporarily, as it can sometimes interfere with payment gateway security checks.

If you have checked all of the above and the payment still fails, we recommend contacting your bank first to see if they are blocking the transaction. If your bank confirms there is no issue on their end, please contact our support team at [email protected].

How do I request a refund?

The process for requesting a refund depends on what you purchased.

• For Paid App Purchases (bought directly from Onside): If you purchased an entire app from the Onside Store and would like a refund, please contact our support team directly.

  1. Go to your Profile screen in the Onside app.

  2. Tap on the "Purchases" section to see your order history.

  3. Find the order you want a refund for and tap the "Refund" button.

  4. This will guide you to our support team, who will review your request and assist you. Alternatively, you can go to Settings > Contact Us or email us directly at [email protected].

• For In-App Purchases & Subscriptions (bought inside an 3rd app): If you purchased an item, subscription, or feature inside an app (e.g., in-game currency, an ad-free upgrade), these purchases are managed by the app's developer. You must contact the developer of that specific app directly to request a refund. You can usually find their contact information or a "Support" link on their App Page within Onside.

I was charged, but I didn't get my app or item. What should I do?

First, try these simple steps:

• Completely close and restart the app you were using (or the Onside Store app if it was a paid app purchase).

• Restart your iPhone.

If you still haven't received your purchase:

• For an In-App Purchase or Subscription, please contact the app's developer directly.

• For a Paid App that failed to download after payment, please contact Onside support at [email protected] with your purchase details.

Can I pay in a currency that is different from what's displayed?

Yes. If your local currency is not yet directly supported by Onside, you will see prices displayed in Euros (€). However, you will still pay in your local currency. Your bank will handle the conversion automatically at the current exchange rate during the transaction.

Please be aware that in some cases, your bank may apply a small conversion fee for transactions made in a different currency. This is determined by your bank's policies. We are continuously working to support more local currencies.

Where can I find my purchase history?

You can view a complete history of your purchases made through Onside by navigating to your Profile > Purchases within the Onside Store app.

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If you have any further questions, please contact our support team. You can reach us via the chat in the bottom-right corner or by email at [email protected].