If you’re having trouble paying online with Skrill, here are some things to check first:

• Is your account fully verified? Some merchants require that your account has passed full verification before you can transfer money to their website. Check your verification status from section Settings > Verification and complete the process, if necessary.
• Is your account operational? If it has been restricted for some reason, you can check the status from the Dashboard section in your account. Follow the instructions to resolve restrictions, if any.
• Is your internet connection stable? Make sure you have strong connection and never use VPN or IP masking software to avoid service disruptions.
• Do your Skrill account details match the ones on the merchant website? If not, make sure to update any mismatched data via section Settings > Personal details (available via web browser only), or contact us for more major changes such as names and/or date of birth.
• Do you have sufficient balance in your Skrill account or in the card/bank account you’re using to pay? Most merchants offer both ways of payment – directly with your account balance, or via your registered card/bank account. If you don’t have enough money in one or the other, choose the alternative payment option.
• Have you deposited via card with non-gaming purpose of use? If you have and are trying to pay a gaming/gambling merchant, make a new deposit with gaming purpose of use.

Sometimes you may still experience issues even though everything with your account is in order. While many merchants have enabled Skrill as a payment option on their website, they might not operate in certain countries. Contact the merchant directly to find out if they accept payments from your country of residence.

Below are some of the most common errors you might encounter, along with actions you can take to resolve them. Note that the errors are only an example and may not display the same wording that you see in your account or on the merchant website.

"We are unable to process this payment. Payments on this site are not supported from your country of residence."	You can't pay this merchant due to their internal policies. Try paying on another website or contact the merchant for additional information.
“Balance payment not available. You cannot pay with your Skrill balance now.”	You can’t pay this merchant due to their internal policies, OR your balance can’t be used for this payment. Try paying on another website, OR use your credit/debit card to complete the transaction.
“Payment declined. Payments to this site are not allowed.”	You can't pay this merchant due to their internal policies. Try paying on another website or contact the merchant for additional information.
“We have been unable to process your deposit as your payment account has not been fully verified. Please complete video KYC with Skrill or select an alternative payment method to make a deposit.”	Go to section Settings > Verification in your Skrill account and complete the additional verification (take a live selfie). If you don’t see the option, contact us to resolve the issue.
“The payment cannot be completed at this time.”	Perform troubleshooting and try again in 24-48 hours. Make sure not to use VPN and not to share credentials with other customers.
“Invalid session”	Your session has expired. Reload the page, re-enter your details and make sure to complete the payment within a reasonable timeframe.
“We have been unable to process your deposit. Please check your details and try again or change your payment method to make a deposit.”	Make sure your registered details with Skrill match with those registered on the merchant website.
“We are unable to process this payment. There has been an error in processing your request.”	Usually related to a temporary technical issue. Perform troubleshooting and try again in 24-48 hours.
“Your available balance excludes XXX amount deposited with Mastercard that cannot be used with this option.”	Deposits with Mastercard can be used for payments only to merchants from this list. If the website you’re trying to pay on is listed there but your transaction is still failing, this means the merchant isn’t accepting such payments at this time due to reasons of their own. Spend your Mastercard funds alternatively and make a new deposit with a different card to complete your payment.
“Account information required. Contact merchant for support.”	Contact the merchant directly to resolve the issue.

Make sure to also check the related articles below for more detailed information on gaming deposits, additional verification, troubleshooting and updating personal information. 

If you continuously experience issues with a given online payment, don’t hesitate to contact us via the available channel below and we’ll look into the matter as quickly as possible.