I am experiencing an issue placing an order at checkout.

We hope these steps will help you in processing your order should you receive an error message:  

1. Clear browsing data (cache/cookies)- this will refresh your browser  
2. Use a different internet browser or device to place the order- we recommend Google Chrome and Firefox 
3. Call the bankor credit card company to confirm the following and authorize the transaction:  

• The billing information (card number, name, billing address, CV code, etc.) being entered matches what the bank has on file 
• The bank has not flagged or placed a hold on the card blocking the transaction from processing since the payment will show on your bank statement as a purchase from California 

4. Use a different credit cardto place the order, if possible 

Please keep in mind: 

• We do not accept pre-paid cards or international credit cards 
• If the card is brand new or about to expire, depending on the bank it may cause issues processing the order 

5. Credit Card Declines 

• Outlined below are the three most common errors messages you may receive at checkout: 

• Incorrect Card / Billing Details: “We are having a problem processing your order. Please review your billing information, then submit your order again.” 

•  This could be due to an incorrect card number, CVV, expiration date, or zip code. 

• Card Decline: “Your payment has been declined. Please submit your order again or contact your payment provider on the back of your card.” 

• The bank declined your transaction, please reach out to your bank. 
• Try using Apple Pay in the My Counter App or PayPal to process payment. 

• Service Failure: “We were unable to complete your order. Please try again.” 

• If we are experiencing an issue with our payment processor being down or experiencing problems due to high volume of orders during a large promotion. 

If you are still having difficulty, please contact Counter Support for further assistance. Please note that in order for Counter Support to process a payment, they must speak with the cardholder directly.