You will receive confirmation of a successful order from us via email - please ensure to check your spam folder for this also.
However, if your payment was declined, don't worry - your order has not been placed and you have not been charged.
Follow the steps below to update your payment details and complete your purchase.
Was I charged?
No. A declined payment means the charge was not taken. If you are unsure whether a payment went through, you can check your payment history at zoe.com/account - go to Payment Details → Manage Payment Methods and scroll to the Invoice History section in Stripe. If no new entry appears, the payment did not go through.
Paying by card (Visa, Mastercard, etc.)
Card payments are usually declined because the card has expired, the billing details don't match, or your bank has blocked the transaction. To fix this:
Go to zoe.com/account and log in.
Click Payment Details, then Manage Payment Methods.
You will be redirected to our secure payment portal (Stripe), where you can update your card details.
If your card was declined by your bank rather than rejected at checkout (for example, your bank flagged the charge as unusual), try contacting your bank to authorise the payment, then attempt checkout again.
Paying with Klarna
Klarna declines can happen if your Klarna account has an outstanding balance, your eligibility check was unsuccessful, or the payment session timed out. To resolve this:
Log in to your Klarna app or account to check for any outstanding payments or issues.
Once any issues are resolved in Klarna, return to checkout and try again.
If Klarna continues to decline, you can switch to a debit or credit card at checkout as an alternative.
Paying with Apple Pay
Apple Pay failures are usually caused by an issue with the card linked to your Apple Wallet, or a Face ID / Touch ID authentication that was not completed. To fix this:
Open your iPhone Settings → Wallet & Apple Pay and check that your payment card is active and not expired.
Make sure your billing address in Apple Pay matches the card on file.
Try the payment again, or switch to a different payment method at checkout.
My renewal payment failed
If your subscription renewal payment is declined, your access to the ZOE app may be affected. Here's what to do:
Go to zoe.com/account → Payment Details → Manage Payment Methods and update your card in Stripe.
The renewal payment will then be reattempted automatically.
If your access has already been restricted, it should be restored once the payment is successfully processed.
If you have updated your payment details but are still seeing a declined error, please contact our support team via the chat in the app or email us at [email protected] and we'll look into this with you.