If your Play.com account has been declined this means that we are unable to process payment for your current or future orders.

To view more specific details of the problem click ‘View account information’ below to access your account (you may need to sign in).

There are several reasons why your account may have been declined:

We need to verify your credit/debit card

• We may ask you to re-enter your credit or debit card number if we have been unable to verify your account.
• For some larger orders we may need you to confirm the CV2 security number on your credit or debit card before we can process your order.

We need to verify your address

• We may ask you to re-enter your address details if we have been unable to verify your credit or debit card account.
• Under some circumstances we may need you to provide printed confirmation of your address by supplying a copy of your bank statement by fax or email.

We do not accept your payment card

We accept payment by MasterCard, Visa, Delta, Switch, Maestro, Solo and Electron cards. Unfortunately we do not currently accept any other credit, debit or online payment cards (including American Express, Diners Club and Splash).

We have been unable to take payment from your bank

If your bank has declined our request for payment then you will need to contact your bank directly.