Troubleshooting
First of all, please make sure that your Softube account is set up with your correct details, matching your card: account settings
Note: using your PayPal balance for Softube payments can be problematic and won't be possible in most cases. However, card payments via PayPal or Braintree should work fine in our store.
Note: We no longer offer PayPal as an option for US customers. The payments are processed by Stripe and you should now experience a better payment service with your cards.
Please note that we are using 3D Secure for transactions in Stripe (for US purchases) and two factor authentication for Braintree (Europe and rest of the world). Please make sure, that this is properly set up with your card.
Sometimes trying to complete the purchase again after 30 minutes can work. Also, clearing your browser cache/history and/or using a different browser can help.
Worried that you've been charged twice?
If your bank statement says you've been charged twice (or more), it is very likely that these are reserved payments that should bounce back to your account in a few days.Another way to re-assure yourself that you haven't been charged multiple times, is to check your email inbox. If you haven't received any receipt/order confirmation(s) from us, it is very very likely that you haven't been charged at all.
Finally, please make sure your bank has your most up-to-date personal details (address, country, telephone) and that your card is allowed to make online purchases.