Having trouble completing a payment on Rootsy? Has your card been declined, is a transaction showing as pending, or do you believe you were charged more than once?
Rootsy uses Stripe to process payments through its marketplace. Payment issues can occasionally occur because of card verification, bank restrictions, network interruptions, or other processing problems.
This guide explains how to troubleshoot common payment issues, understand pending charges, and get help with suspected duplicate transactions.
1. Why Was My Payment Declined?
A payment may be declined for several reasons, including:
Incorrect card or payment information.
An expired payment card.
Insufficient available funds or credit.
Restrictions imposed by your bank or card issuer.
An unsuccessful authentication attempt.
A payment processing interruption.
Security or fraud prevention checks.
Another issue affecting the transaction.
A declined payment does not necessarily mean that Rootsy has received the payment or confirmed an order.
Before trying again, check whether an order confirmation was created.
2. How to Fix a Declined Payment
If your payment was declined:
Check that your payment information is correct.
Confirm that your card has not expired.
Make sure sufficient funds or credit are available.
Review any authentication instructions from your bank.
Contact your bank or card issuer if the payment remains declined.
Try another supported payment method, if one is available.
Contact Rootsy Customer Support if the issue continues.
Important: If the checkout page displayed an error after you submitted payment, verify whether the original transaction succeeded before paying again.
This can help prevent accidental duplicate orders or charges.
3. Why Is My Payment Showing as Pending?
A pending transaction may represent a payment authorization that has not yet been finalized.
For example, your bank may temporarily reserve the transaction amount while the payment is being processed or verified.
A pending charge does not always mean that the payment was successfully completed.
The status may later change depending on how the payment is handled by the processor and your financial institution.
If you see a pending charge:
Review your Rootsy order history.
Check for an order confirmation.
Review the transaction status in your banking application.
Contact your bank if you need clarification about the pending amount.
Contact Rootsy Support if the payment cannot be matched to an order.
4. How Long Does a Pending Charge Last?
The time required for a pending authorization to be completed or released depends on your bank, card issuer, payment method, and payment processing arrangements.
Rootsy cannot guarantee exactly when your financial institution will release a pending authorization.
If the charge remains pending longer than expected, contact your bank or card issuer.
If you believe the pending transaction relates to an unsuccessful Rootsy order, contact Rootsy Support with the relevant transaction details.
5. What If My Card Was Charged but I Didn't Receive an Order Confirmation?
If your bank shows a charge but you cannot find a Rootsy order confirmation:
Sign in to your Rootsy buyer account.
Open your order history.
Look for the relevant purchase.
Check the email address used during checkout for an order confirmation.
Confirm whether the bank transaction is pending or completed.
Contact Rootsy Customer Support if you cannot locate the order.
Provide the date, approximate time, and amount of the transaction, along with the registered email address.
Do not place another order until you have checked whether your original payment was successful.
Rootsy may need to review the relevant order and payment records.
6. What If I Was Charged Twice?
If you notice two charges that appear to relate to the same purchase, do not immediately assume that two payments were completed.
Possible explanations include:
One pending authorization and one completed payment.
Two successful transactions.
An accidental duplicate checkout submission.
Two different orders with similar totals.
A bank or payment processing display issue.
To investigate:
Review your Rootsy order history.
Check whether one or two orders were created.
Review your banking transaction details.
Identify whether the charges are pending or completed.
Contact Rootsy Support with the relevant information.
Rootsy may review the transaction records to determine whether a duplicate payment occurred.
If a duplicate payment is confirmed, any applicable correction or refund will be handled through the authorized payment process.
7. What If I Accidentally Placed Two Orders?
If you believe you submitted the same purchase twice:
Sign in to your Rootsy account.
Review your order history.
Check whether two separate order confirmations exist.
Contact Rootsy Support immediately.
Identify the order you wish to keep and the one you wish to cancel.
Wait for confirmation of the available cancellation options.
Cancellation depends on the order's processing status, product type, seller fulfilment activity, and Rootsy's policies.
Cancellation is generally unavailable once a shipping label has been generated or the product has shipped.
An accidental duplicate order does not automatically guarantee cancellation or a refund.
8. What If My Payment Failed After I Completed Bank Verification?
Some payments require additional verification through a bank, card issuer, or authorized authentication service.
Even after you complete verification, a transaction may fail because of another processing or authorization issue.
If this happens:
Check whether an order was successfully created.
Review the payment status in your banking application.
Confirm whether any charge is pending or completed.
Contact your bank if the verification or authorization failed.
Contact Rootsy Support if the payment issue remains unresolved.
Never provide your banking password or authentication code to a seller or support representative.
9. What If the Checkout Page Freezes or Shows an Error?
If the checkout page stops responding or displays an unexpected error:
Avoid repeatedly clicking the payment button.
Check whether an order confirmation has been generated.
Review your email and Rootsy order history.
Check your bank for a corresponding transaction.
If no payment or order was created, try again when appropriate.
Contact Rootsy Support if you cannot determine whether the payment succeeded.
You may also try an updated browser or check whether a browser extension is interfering with the checkout process.
However, do not repeatedly submit payment while the status of an earlier attempt remains unclear.
10. What If My Bank Says the Payment Was Approved but Rootsy Shows an Error?
A bank authorization and a successfully confirmed marketplace order are not necessarily the same thing.
If your bank reports an approval but Rootsy does not show an order:
Check whether the bank transaction is pending or completed.
Review your Rootsy purchase history.
Look for any order confirmation email.
Contact Rootsy Customer Support.
Provide relevant transaction information for review.
Rootsy may need to investigate whether the payment was authorized, captured, or otherwise processed.
Do not submit confidential banking credentials or complete payment card information.
11. What If I See a Charge I Don't Recognize?
If you see an unfamiliar charge that appears to involve Rootsy:
Check your recent Rootsy orders.
Compare the transaction amount and date with your purchases.
Confirm whether another authorized account user made the purchase.
Secure your Rootsy account if you suspect unauthorized access.
Contact your bank or card issuer promptly if you believe the charge is fraudulent.
Report the issue to Rootsy Customer Support.
Your bank or card issuer may have specific procedures and deadlines for unauthorized payment disputes.
Do not delay contacting your financial institution when you suspect fraud.
12. How Are Refunds for Payment Problems Processed?
If a payment-related problem results in an approved refund, Rootsy processes the refund through its authorized payment arrangements.
Refunds are generally returned to the original payment method.
Under Rootsy's Refund & Dispute Resolution Policy, approved refunds are generally processed within 14 business days of approval.
Your bank or card issuer may require additional time to post the funds.
The appropriate process may differ where a pending authorization is released rather than a completed payment being refunded.
13. What Information Should I Provide to Customer Support?
When contacting Rootsy about a payment issue, include:
Your registered email address.
Order number, if available.
Date and approximate time of the payment attempt.
Transaction amount in CAD.
Description of the payment problem.
Any relevant error message.
Whether your bank shows the charge as pending or completed.
Whether more than one order or transaction appears.
You may provide an appropriately redacted screenshot if it helps explain the issue.
Never provide your full payment card number, CVV, banking password, or one-time verification code.
14. How Can I Avoid Duplicate Payments?
Before submitting another payment:
Confirm whether your earlier transaction succeeded.
Check your Rootsy order history.
Review your bank's transaction status.
Avoid repeatedly clicking the payment button.
Do not refresh or resubmit checkout unnecessarily while payment is processing.
Contact Rootsy Support if you cannot determine the outcome.
These steps can help reduce accidental duplicate transactions.
Frequently Asked Questions
Why is my credit card being declined on Rootsy?
Possible reasons include incorrect card details, insufficient funds, bank restrictions, authentication issues, or payment processing errors.
Does a declined payment mean I was charged?
Not necessarily. Check whether your bank shows a pending authorization or a completed transaction.
Why do I see a pending Rootsy charge?
Your bank may be temporarily holding an authorization while the transaction is being processed.
How long will a pending charge remain?
The timeframe varies by bank, card issuer, and payment processing arrangements.
What if I was charged but no order appears?
Check your order history and confirmation emails, then contact Rootsy Support if the payment cannot be matched to an order.
Why are there two charges for one purchase?
One may be a pending authorization, or there may have been a duplicate payment or order. Rootsy can assist with reviewing the transaction information.
Can Rootsy refund an accidental duplicate payment?
A confirmed duplicate payment may require correction or refund review through the authorized payment process.
What if I accidentally ordered the same item twice?
Contact Rootsy Support immediately. Cancellation eligibility depends on each order's current status and applicable policies.
Can I try paying again after an error?
First verify whether the original payment succeeded to avoid duplicate transactions.
Why did my payment fail after bank verification?
Additional authorization, payment processing, or security checks may have prevented the payment from completing.
What if my bank says the payment was approved?
Check whether Rootsy created an order and whether the bank transaction was completed. Contact support if the records do not match.
What if the charge is fraudulent?
Contact your bank or card issuer promptly and report the concern to Rootsy Support.
How long does an approved refund take?
Rootsy generally processes approved refunds within 14 business days of approval. Your bank may require additional posting time.
Can I send my card details to Rootsy Support?
Never send your full card number, CVV, banking password, or authentication codes.
Related Help Articles
For more information, see:
How Rootsy Keeps Your Payments and Checkout Secure — Account, Payments & Safety → Payments and Checkout Security.
Payment Methods and Checkout on Rootsy — Buying on Rootsy → Shopping and Checkout.
Troubleshooting Checkout and Payment Issues on Rootsy — Buying on Rootsy → Shopping and Checkout.
How Long Do Rootsy Refunds Take? — Orders, Shipping & Returns → Returns, Refunds and Cancellations.
How to Protect Your Rootsy Account and Report Suspicious Activity — Account, Payments & Safety → Buyer Account and Login Security.
Need Help With a Payment Issue?
If your payment failed, you see a pending charge, or you believe you were charged twice, contact Rootsy Customer Support.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Please include your order number (if available), transaction date, amount, and description of the issue.
Never share complete payment card information, CVV codes, banking passwords, or one-time verification codes.
Rootsy — Stronger Together, Locally Rooted.
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