Seeing a canceled payment can be concerning, but if your overall conversions are healthy, a few unfinished purchases are a normal part of e-commerce and don’t necessarily indicate a problem.
Unfortunately, we cannot always pinpoint the exact reason for a canceled payment unless it's related to a technical issue—often, we can only make educated guesses based on common customer behaviour.
Here are some typical reasons why customers might not complete a purchase on their first attempt:
Possible reasons for canceled payments
Insufficient funds: The customer’s account didn’t have enough funds at the time of the transaction.
Transaction limits: The payment exceeded the account limits set by the customer’s bank or payment provider.
Authentication issues: The customer may have struggled to authenticate (e.g., couldn’t locate their ID or entered incorrect PIN), or there may have been temporary problems with the authentication service (e.g. Smart-ID outage). You can verify the status of these services on their official status pages.
Poor Internet connection: The customer might have experienced connectivity issues during the checkout process.
Customer reconsideration: Many of us have had the experience of remembering something important only after clicking "pay" or leaving the checkout. Similarly, the customer may have decided to return to the cart to review their purchase details, double-check shipping information, or add more items.
Troubleshooting steps
If you notice canceled payments, here are some steps you can take to troubleshoot:
Perform a test payment: Try making a test payment yourself using the same checkout process to see if you encounter any issues.
Reach out to the customer: If you see many payment attempts from the same customer, it can be useful to contact the customer to check if they faced any problems or if there was a specific reason why they couldn't complete the payment.
Check for system or bank outages: Verify if any reported issues with payment services or authentication providers could have affected the transaction. You can check our Status Page for any recorded outages or issues.
Unless you observe a pattern of frequent failed payments over some time, there is generally no reason to worry. If your overall conversions are healthy, seeing some canceled payments are a normal part of online transactions. Montonio is committed to keeping your conversion rates above the market average and continuously monitors payment activities to address any abnormalities promptly.
If you have additional questions and need our help, feel free to contact our support team or via the chat in the bottom right corner.