When a purchase isn’t completed on Hotmart, it’s usually related to one of the payment attempt steps. In many cases, the situation is related to information entered on the checkout page or to the review carried out by the bank, card issuer, or chosen payment method.
In this article, you’ll learn the most common reasons why a purchase may not be approved, what to review before trying again, and where to find more information for each case.
What can prevent a purchase from being completed?
For a purchase to be approved, a few steps need to happen correctly. First, you enter your information on the checkout page. Then, the chosen payment method is validated by the institution responsible for the transaction. Only after this confirmation can the purchase be completed and recognized by the platform.
That’s why a purchase may not be completed when, for example, there’s an error in the form, the card details were entered incorrectly, the transaction was declined by the bank, a payment with a due date was made after the deadline, or the payment method isn’t available for that offer.
Before trying again, it’s best to identify what prevented the order from being completed. This helps you avoid repeating the same issue and increases the chances of having the purchase approved on the next attempt.
What should I check on the checkout page?
A simple typo can prevent the purchase from moving forward. So, before trying again, it’s worth carefully reviewing the information entered in the checkout page form.
Pay special attention to the following information, if it appears on the checkout page:
- Full name: enter it without incorrect abbreviations or special characters.
- Email address: use a valid and correctly entered address, as this is where you’ll receive the purchase confirmation and product access.
- Phone number: enter it in the format requested on the page.
- Selected country: this information affects the currency, available payment methods, and some purchase rules.
- Document, when requested: ID number, or other identification details must be entered correctly.
These fields may vary depending on the settings chosen by the product creator, so they won’t always appear the same way on every checkout page. Still, whenever they’re requested, it’s important to fill them out carefully.
For more detailed guidance on how to fill out the purchase form, check out this article.
What should I check when paying by card?
If you’re paying by card, it’s important to review the details carefully before completing the purchase. Many cases of unapproved payments happen because of typos or restrictions on the card itself.
Before completing the purchase, check whether:
- The card number is correct.
- The cardholder name is exactly as it appears on the card.
- The expiration date was entered correctly.
- The security code (CVV) is correct.
- The card supports credit purchases.
- The card is enabled for online purchases.
Even when the details are correct, the purchase may still not be approved. This can happen, for example, when there isn’t enough available credit, when the bank identifies the attempt as unusual activity, or when there’s a temporary restriction for online purchases.
In these cases, the best option is to check your bank’s app or contact the card issuer directly to understand the reason for the decline before trying again.
If you need help understanding how to fill out your card details, check out this article.
What happens when payment is made by bank slip?
For payments made by bank slip or other payment methods with a due date, the purchase is only completed after the payment is made within the indicated timeframe. This means that simply generating the bank slip doesn’t guarantee the order will be approved.
For bank slips, if the payment isn’t made by the due date, the purchase is automatically canceled. In this situation, no amount is charged, but you’ll need to start a new attempt to generate another bank slip.
Please note: even when payment is made within the deadline, confirmation doesn’t happen immediately.
What payment methods are available for purchases?
Hotmart offers different payment methods, but the available options may vary depending on the country selected on the checkout page, the type of product, and the settings defined for that offer.
For this reason, a payment method may appear for one product and not be available for another. If the method you want to use doesn’t appear, start by checking whether the country selected on the page is correct. If everything is correct and the option is still unavailable, we recommend contacting the creator to confirm the conditions for that offer.
To learn all the payment methods available for purchases on Hotmart, check out this article.
Other situations that may prevent the purchase
Some scenarios may also prevent the purchase from being completed, even if they aren’t directly related to the information entered or the chosen payment method.
If a message appears saying the product isn’t available, this may mean it has been removed from sale. In this situation, the best option is to contact the creator directly to find out whether the offer is still active.
If you have questions about a previous attempt, it’s worth checking your email before making a new purchase. This way, you can confirm whether you’ve already received any messages related to the order and avoid repeating the transaction unnecessarily.
What should I review before trying again?
Before repeating the purchase, review these points:
- Whether your personal information was entered correctly.
- Whether the email address provided is valid.
- Whether the card used is a credit card and is enabled for online purchases.
- Whether the bank slip is still within the payment deadline.
- Whether the country selected on the checkout page is correct.
- Whether the payment method you want to use is available for that offer.
In many cases, this review helps identify why the purchase wasn’t completed and avoids a new attempt without making the necessary adjustments first.