My Payment Was Declined or Checkout Showed an Error
Resolve common billing, card, browser, and checkout problems without accidentally placing duplicate orders.
Quick answer: Confirm the billing information, try one careful resubmission, and check for an order confirmation before attempting another payment method.
Check the information entered
- Cardholder name matches the payment account.
- Billing address and ZIP code match the card issuer’s records.
- Card number, expiration date, and security code were entered correctly.
- The card has not expired and has enough available credit or funds.
- The email and phone fields contain valid information.
Try a clean checkout session
- Take a screenshot of the error message.
- Check your email for an order confirmation before trying again.
- Close extra gallery tabs and reopen the cart in a private or incognito browser window.
- Disable a browser extension or content blocker that may be interfering with payment.
- Try another updated browser or device.
- Use a different payment method only after confirming the first attempt did not create an order.
When the card issuer declines the charge
Van Gogh cannot override a bank or card issuer’s security decision. The cardholder may need to confirm the purchase with the issuer or use another payment method.
Important: Do not press the final payment button repeatedly. Multiple attempts can create several temporary authorizations even when only one completed order exists.
Still need help?
Use the Van Gogh Help Center to search for an answer or submit a private support ticket. You can also email info@vangoghphoto.com or call 847-382-2282.
Please include:
- Student’s full name and school
- Email used at checkout
- Approximate date and time of the attempt
- Order total
- Exact error message or screenshot
- Last four digits of the card only
- Order number, if one appeared
For your security, never send a full card number, security code, banking password, or account password.