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Shopper Support & FAQs

Contact Us

If you need support for a purchase, please use our Shopper Support contact form.

For technical support or product-related questions, please contact the merchant directly.

To download a copy of BlueSnap's W-9 form, click here.

Payment FAQs

I was charged by BLUESNAP, what does this mean?

BlueSnap is a global payment processing gateway - We provide various online payment processing services to tens of thousands of digital product suppliers worldwide. If your bank statement contains a charge labeled as BLUESNAP or BLS, it means that transaction was processed by us.

Where can I get the invoice for my order?

Please log into your BlueSnap Shopper account. Once inside the system, click on the appropriate order number under the "invoice #" column.

I can't use my product or need technical support. Who should I contact?

BlueSnap is a third party payment processor – We work with thousands of different online merchants who provide various products. If you have any product related inquiries, please contact your merchant directly for further assistance.

How can I get a refund for my purchase?

BlueSnap provides payment processing services to online merchants. We refrain from intervening on the merchant’s behalf regarding any business-related decisions such as refunds or cancellations. Please contact the merchant directly so they can provide you with further assistance in this regard.

I was issued a refund, but I did not receive it yet.

Depending on your payment method, it may take 7-10 business days for a refund to be fully processed and reflected on your bank statement. In case you have not received your refund by this time, please contact us and we will provide you with further assistance.

When trying to log into my BlueSnap account, my email address isn't being recognized!

Please note that our system is case sensitive - This means the email address needs to be entered EXACTLY the same way it was written when you originally placed your order.

I don't know/remember my BlueSnap password. How can I reset it?

From the BlueSnap Shopper account login page click on "Don’t know your username or password?" Once you enter your email address and username/Order ID, you will be asked to set a new password for your account. Please make sure your new password follows these requirements:

  1. Minimum of 7 characters.
  2. Contain at least one capital letter and one digit.
  3. Must start with a letter.
  4. Must be different than the username.
  5. Should not contain consecutive characters.
  6. You have not previously used this password.

What payment methods do you support?

BlueSnap offers a variety of payment options, including PayPal and other advanced wallets and services. Any of these payment methods are available depending on the merchant’s configuration. If your desired payment option is unavailable on the checkout page, please contact the merchant directly for further assistance.

Why is my transaction failing?

If your transaction is not being successfully processed, it may mean that BlueSnap did not receive authorization from your card issuer to charge your account. This could occur due to various card related issues. Due to customer privacy policies, BlueSnap does not receive the specific reason for the transaction’s failure. Please contact your card issuer directly for further assistance.

My order was not completed and I received a reference number. What does this mean?

This means your transaction was declined by BlueSnap, due to an issue with the information provided. Please contact the merchant with your reference number for further assistance.

How can I update my contact information?

Please log into your BlueSnap Shopper account. Once inside the system, click on the blue "Settings" button. Please note that this does not impact your billing information.

I did not receive my confirmation email/receipt email.

Please check your spam and/or junk mail folders as the email may have been sent there. If you are still unable to locate the email, please contact the merchant directly or else use the BlueSnap Shopper Support contact form.

Why am I being charged with VAT?

VAT (Value Added Tax) is a form of sales tax which may be applied to a transaction for shoppers residing in the European Union. This VAT charge is collected by the appropriate tax authorities in accordance with EU regulations. If you possess a valid VAT ID which exempts you from paying this VAT charge, please enter it in the checkout page when placing your order.

The amount I was charged is different than the invoice amount!

While the amount displayed on your invoice is the amount BlueSnap charged you for your order, there are cases in which some banks may charge their clients with an additional fee for a variety of different reasons. Unfortunately, BlueSnap has no control over how these fees are calculated by the individual banks. Please contact your bank/card issuer for further information and assistance.

I was double-charged.

We are here to help! Please double-check with your credit-card provider: sometimes they will hold more than one transaction in Pending status, especially if it took a few tries to complete the transaction. If there is more than one transaction in “Settled” status, please fax your credit card statement or other written confirmation to us at +1-858-777-5553 and we will gladly review the situation.

Which languages do you offer support in?

While BlueSnap supports 29 different languages for our checkout pages, we currently provide technical support in the English language only.

I want to pay by wire transfer and need your bank information.

Please select "Wire" as the payment method in the order page. After clicking the "Next" button, you will be directed to a page with detailed instructions, including your order reference number and our bank details.

Can I use a purchase order?

This method is usually used by larger corporations and is available only for orders of $100 USD or more. Purchase orders are processed as follows:

  1. Generate a Quote or Proforma Invoice from the relevant merchant's online order page.
  2. Fax us your completed purchase order and our Proforma Invoice.
  3. We enter your purchase order into our system, where it awaits merchant approval.
  4. Once the purchase order is approved, the order is processed. Depending on the merchant, the product will either be delivered immediately or after payment has been received.
  5. You will receive an invoice from us with instructions on how to send payment.

I am concerned that your checkout page is not secure.

Our checkout pages are securely hosted and your transaction is always conducted over a secure connection. Sometimes the padlock graphic does not appear in your browser because of the specific settings on your merchant's website, but this does not impact the security of the checkout process.

If you prefer to complete the transaction by telephone, please select the phone order option on the product purchase form and you will be given the relevant phone number to call to complete the transaction.

Subscription FAQs

How can I cancel my subscription?

You can cancel a subscription by logging in to your BlueSnap Shopper Account. Once you are logged in, you will be able to see your subscription's details. Click on "Change" in the Status column in order to cancel your subscription. If that option is not available, please contact us using the Shopper Support contact form.

Can I cancel my subscription's renewal?

Yes. Your subscription's auto-renewal can be disabled - Your subscription will continue to be active, and will be automatically canceled on your next renewal date. Please contact your merchant directly for further assistance.

My subscription was canceled! How can I reactivate it?

Subscriptions can be reactivated by the merchant only. Please log in to your BlueSnap Shopper Account to view the merchant's contact information.

How can I update my credit card information?

Please log in to your BlueSnap Shopper Account. Once you are logged in, click on "Change" under the Payment Method column.