Failed payments

Sometimes, you may encounter an issue at the payment gateway and will not be unable to progress with the signup. Payment may fail for several reasons and if you have encountered an issue while trying to subscribe to Envato Elements, you can use this guide to help you troubleshoot and subscribe successfully.

I received an error when paying for my subscription. What can I do?

1. Try clearing your browser cache and cookies and then attempt the transaction again.
2. Attempt your purchase from a different device, such as a smartphone.
3. Make sure your billing and payment details match:
   - Your Envato account details match your PayPal, or financial institution details. For example, make sure that your registered Envato account email address is the same as the email address that you've used for PayPal.
4. Try using an alternative payment source, such as a different credit card. Envato Elements accepts the following payment methods: Visa, Mastercard, American Express (USD only), PayPal and ApplePay for subscription payments. You can find more information regarding our accepted payment methods here.
5. Your bank may be declining the transaction attempts. You will need to contact them to inquire regarding any restrictions on your card that may be preventing your attempts to subscribe.
6. We are an Australian-based company, it is not uncommon for credit card issuers to block an overseas payment until you have approved it. You may need to contact your card issuer to see if there are any restrictions on international transactions on your card.
7. If still unsuccessful, please contact our Customer Success team so we can investigate it.

A Payment has been processed on my end, however, it is not reflected on my Envato Elements account. What shall I do?

If you see that your payment has been completed and your purchase is still not shown on your Envato Elements account, please contact our Customer Success team with the following information:

• Payment provider you used; PayPal, or credit card (MasterCard, Visa or American Express).
• The Envato Elements account username is related to the transaction.
• The email address related to the PayPal transaction (if applicable).
• The unique transaction ID of the PayPal payment (if applicable).
• The last 4 digits of the credit card (if applicable).
• The date of the payment.
• Any other receipt information relating to the transaction.

PayPal or my card issuer won’t accept my payment. What can I do?

If you are having difficulties making a payment, you will need to contact PayPal or your bank for further information or advice.

I need help identifying an Envato Elements transaction on my statement

If you see a transaction for Envato Elements and want to get more information about it, please get in touch with our Customer Success team with the following information and we will be happy to help:

• Payment provider you used; PayPal, or credit card (MasterCard, Visa or American Express)
• The email address related to the PayPal transaction (if applicable).
• The unique transaction ID of the Paypal payment (if applicable)
• The last 4 digits of the credit card (if applicable)
• The date of the payment
• Any other receipt information relating to the transaction.

Payment restrictions

Many governments, financial institutions and online payment providers (e.g. Paypal) impose regulations and sanctions prohibiting transactions with certain restricted or high-risk countries, individuals, corporate entities, and organisations. If your payment has been identified by our providers as originating from a region that is subject to these restrictions, you won’t be able to finalize your purchase. Please check more information here.