Welcome to the BlueSnap Shopper Support page. Here you'll find details on finding an order and additional FAQs. For product support questions, contact the merchant directly.
Frequently asked questions
Get answers to questions about the BlueSnap Shopper Account, like how to find an order invoice.
BlueSnap is a payment platform that helps merchants around the world process payments. If your bank statement contains a charge labeled as BLUESNAP or BLS, it means the transaction was processed by us.
BlueSnap processes payments under the following addresses in the UK and US.
BlueSnap Payment Services Ltd
380 Wellington Street
Tower B, 6th Floor
800 South St.
Waltham, MA 02453
For any product questions, contact the merchant directly.
The merchant's contact information can be found on your order invoice. Locate your invoice by using the Find your Order tool or by clicking the link in the receipt email that was sent after you placed the order.
Check your spam and junk mail folders. If you are still unable to locate the email, contact the merchant directly or use the BlueSnap Shopper Support contact form.
While BlueSnap supports 29 different languages on our checkout pages, we currently provide technical support in English only.
Since our system is case sensitive, enter your email exactly as you entered it when you placed the original order.
On the Shopper Account login page, click Don’t know your username or password? and enter your email and username/Order ID. You will then be asked to set a new password for your account. Make sure your new password follows these requirements:
- Starts with a letter.
- Contains a minimum of 7 characters.
- Contains at least one capital letter and one digit.
- Does not contain consecutive characters.
- Is different from your username.
- You have not previously used this password.
Log into your BlueSnap Shopper Account and click Settings. Please note that this does not impact your billing information.
Log into your BlueSnap Shopper Account and click Change under the Payment Method column.
For refund questions, contact the merchant directly.
BlueSnap offers a variety of payment options, including cards, digital wallets (Apple Pay, Visa Checkout), PayPal, ACH/eCheck, SEPA Direct Debit, and more. Each business determines which payment methods they will support. If your desired payment option is unavailable on the checkout page, contact the merchant directly and request they add your preferred payment method.
If your transaction is not being successfully processed, contact the merchant directly. If this does not resolve the issue, inquire with your card issuer (bank) for further assistance.
This means your transaction was declined because of an issue with the information provided. Contact the merchant with your reference number for further assistance.
VAT (Value Added Tax) is a form of sales tax that may be applied to a transaction when the shopper resides in the European Union or the UK and is collected by the appropriate tax authorities in accordance with regulations. If you possess a valid VAT ID that exempts you from paying VAT, enter it on the checkout page when placing your order.
BlueSnap charged you the amount displayed on your invoice. However, there are cases in which your card issuer will charge you an additional fee, such as a currency conversion fee. Contact your card issuer for further assistance.
Check with your card issuer first. Sometimes, they will hold more than one transaction in Pending status, especially if it took a few tries to complete the transaction. If there are multiple transactions in Settled status, contact us using the BlueSnap Shopper Support contact form.
Select Wire as the payment method on the order page. After clicking the Next button, you will be directed to a page with detailed instructions on how to complete the transaction, which will include your order reference number and BlueSnap’s bank details.
Our checkout pages are hosted in our secure environment and transactions are always conducted over a secure, encrypted HTTPS connection. You will typically see a padlock graphic in the URL bar of your browser, verifying a secure connection. If the graphic does not appear, it may be because of the specific settings on the merchant's website, but this does not impact the security of the checkout process.If you prefer to complete the transaction by phone, select the phone order option on the purchase form and you will be given the relevant number to call to complete the transaction.
You can update or cancel a subscription by logging into your BlueSnap Shopper Account, where you will see your subscription details. Next to the subscription you wish to update or cancel, click Change in the Status column. If this option is not available, contact the merchant directly for further assistance.
Yes. Your subscription's auto-renewal can be disabled by contacting the merchant directly. Your subscription will continue to be active until it is automatically canceled on the next renewal date.
Subscriptions can be reactivated by contacting the merchant directly.
Yes. A gift card can be used for a subscription, but it can not be used to renew a subscription.