This message appears when there are failures during the payment process. In such cases, funds might have been debited from your card, and even a ticket might have been issued but not sent to you. 

• First of all, we recommend checking your card's transaction history.

• If the payment went through, or if you have even the slightest suspicion that it did, please contact us to clarify the status of your order and ticket. Do not create a new order until we have checked this one.

Send a request to Customer Support on the order page or write in the chat. We will check your order and inform you of further actions.

You can find the chat on the website in the lower right corner of the screen, or, if the link doesn't open, via your Personal Account: select the order from the list of active orders, then on the order page, click 'Write to support chat'.

In the app: select the 'Chat' tab on the main screen of the app.

If you were not previously registered on Kupibilet, we register you automatically. Just check your email: there should be a letter with a link, by clicking on which you will open your personal account with an online chat to resolve all issues.