What to do if you receive the error “We couldn’t load the payment area. Please try again.“

If you encounter the error “We couldn’t load the payment area. Please try again.“ when trying to make a new payment, there are a few steps we recommend to try before contacting support.

- VAT number

• In case your account is within the EU and your VAT number is invalid, the module will not be loading. You can check if your VAT number is valid here.

- Bank transfer (wire transfer)

• This only works in case your address is within the EU and you have an account set up in EURO.

- iDeal transfers

• This only works in case your address is within the Netherlands or Belgium.

- Creditcard payments

• Check if your card is supporting 3D Secure payments. In case your card (card issuer) does not support 3D Secure payments, the card can not be used.
• Check if your browser is not preventing or blocking any pop-ups
• Check if the card has been used before to make successful payments or needs to be activated first
• In case this does not resolve the problem, please provide a screen record or screen shots with browser console logs enabled to our support department for further investigation. Your console logs may provide additional info about what is causing your issue.

Console logs in Chrome

• In your Google Chrome window, click the three dots icon in the top right corner.
• In the dropdown menu, select More Tools.
• In the next dropdown menu, select Developer Tools.
• In the sidebar that opens, Support may request logs from the Network or Console tab at the top.
• Copy the Console/Network logs to your clipboard or take screenshots of the logs to share with Support.

Console logs in Firefox

• In your Mozilla Firefox window, click the three horizontal lines icon in the top right corner.
• In the dropdown menu, select More Tools.
• In the next dropdown menu, select Browser Console or Web Developer Tools >> Network or Console tab.
• A popup window will appear with your logs (for Browser Console).
• Copy the console logs to your clipboard or take screenshots of the logs to share with Support.

Console logs in Safari

• Open a Safari window.
• In the top menu of your Mac computer, select Safari.
• In the dropdown window, select Settings.
• In the pop-up window, select Advanced from the pop-up windows top menu.
• Select Show Develop menu in menubar to enable the checkbox.
• Close the pop-up window.
• In the top menu of your Mac computer, select Develop.
• In the dropdown menu, select Show Web Inspector.
• Copy the console logs to your clipboard or take screenshots of the logs to share with Support.

Console logs in Microsoft Edge

• In your Microsoft Edge window, click the three dots icon in the top right corner.
• In the dropdown menu, select More Tools.
• In the next dropdown menu, select Developer Tools.
• Copy the console logs to your clipboard or take screenshots of the logs to share with Support.