Introduction
If you're having trouble using your account balance to place an order, this guide can help you check the most common causes and try a few quick fixes.
Issue description
Sometimes an account balance cannot be applied at checkout even when it appears available. This can happen if the balance does not cover the full order total or if there is a restriction on the account.
Signs
- The account balance is not showing as a payment option at checkout
- The balance is applied, but the order still cannot be completed
- You see an error message related to payment, eligibility, or account status
- The balance appears lower than the total amount due
Basic troubleshooting steps
Use the checklist below to identify the most common reasons account balance payments fail.
- Confirm your balance is enough to cover the full order total
- Check whether your account has any restrictions, holds, or verification issues
- Refresh the page and try again
- Sign out of your account and sign back in
- Try a different browser or device
- Clear your browser cache and cookies
Step-by-step instructions
Step 1: Check your balance against the full order total
Make sure your account balance is enough to cover everything in the cart. Include the item price, taxes, service fees, shipping, and any other charges shown at checkout. If the balance is lower than the final total, you may need to add another payment method or reduce the order amount.
Step 2: Look for account restrictions or holds
Check your account for any restrictions, holds, or pending verification steps that could prevent balance payments. If you see a notice in your account, follow the instructions provided before trying again.
Step 3: Refresh the page
Reload the checkout page to clear temporary display issues. After refreshing, return to checkout and try applying the balance again.
Step 4: Sign out and sign back in
Sign out of your account completely, then sign back in. This can update your session and help restore the correct balance information at checkout.
Step 5: Try a different browser or device
If the issue continues, open checkout in another browser or on another device. This can help determine whether the problem is caused by your current browser or device settings.
Step 6: Clear your browser cache and cookies
Cached data or cookies can sometimes interfere with checkout. Clear your browser cache and cookies, then close and reopen the browser before trying again.
Next steps
If you still cannot use your account balance after completing these steps, contact support and include any error message you see, the order type, and the browser or device you used. This information can help us investigate further.
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