Shopper Support
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.
Common actions
Frequently asked questions
General FAQs
I was charged by BLUESNAP. What does this mean?
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.
What if BlueSnap is the Merchant of Record for my purchase?
BlueSnap processes payments under the following addresses in the UK and US.
BlueSnap Payment Services Ltd
380 Wellington Street
Tower B, 6th Floor
London, Ontario
N6A 5B5
BlueSnap, Inc.
800 South St.
Suite 640
Waltham, MA 02453
Who should I contact if I need product support?
For any product questions, contact the merchant directly.
How do I find the merchant’s contact information?
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.
What should I do if I did not receive my confirmation/receipt email?
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.
Which languages do you offer support in?
While BlueSnap supports 29 different languages on our checkout pages, we currently provide technical support in English only.
Account FAQs
Where can I get the invoice for my order?
Log into your BlueSnap Shopper Account and click the appropriate order number under the Invoice # column. Alternatively, you can use the Find your Order tool.
What do I do if my email address is not recognized when trying to log into my Shopper Account?
Since our system is case sensitive, enter your email exactly as you entered it when you placed the original order.
How can I reset my BlueSnap password?
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.
How can I update my contact information?
Log into your BlueSnap Shopper Account and click Settings. Please note that this does not impact your billing information.
How can I update my credit card information?
Log into your BlueSnap Shopper Account and click Change under the Payment Method column.
Payment FAQs
How do I get a refund?
For refund questions, contact the merchant directly.
What payment methods do you support?
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.
Why is my transaction failing?
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.
My order was not completed, but I received a reference number. What does this mean?
This means your transaction was declined because of an issue with the information provided. Contact the merchant with your reference number for further assistance.
Why am I being charged with VAT?
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.
Why was I charged an amount different from the invoice?
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.
I was double-charged. What should I do?
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.
How do I pay by wire transfer?
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.
Is your checkout page secure?
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.
Subscription FAQs
How can I update or cancel my subscription?
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.
Can I cancel my subscription's renewal?
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.
My subscription was canceled. How can I reactivate it?
Subscriptions can be reactivated by contacting the merchant directly.