If the system rejects or cannot process your payment, the following steps may help:

Google Play Store or App Store:

  1. Make sure your card information is up to date in Google Payments or Apple ID!
  2. Remove and re-add the payment method you tried!
  3. Check that there are no problems with your payment account!
  4. Contact your bank!
  5. If you still have no luck with your payment, contact the Google Play/App Store team or us at info.en@xeropan.com!

On the web:

  1. Make sure your card information is up to date!
  2. Remove and re-add the payment method you tried!
  3. If you still have no success, contact us at info.en@xeropan.com!

If you encounter a problem with two-step/two-factor authentication:

Banks use two-step authentication for credit card payments to protect their customers. This means that two different identification factors must be used for access. Usually, these factors are some familiar information (e.g. a password) and something unique to the user (e.g. an application that generates a code or a code sent by SMS). The aim is to increase online security, as potential attackers would need to know both identification factors to gain access!

When making a payment, the system will first ask for your usual password or primary identification. Then, the secondary identification factor (e.g. code from the app or SMS, may vary from bank to bank) is required.

If you run into problems and the identification fails, please contact your account management financial institution for more information or contact our customer support team at info.en@xeropan.com and ask for a bank transfer!