Help, my order has failed

Whilst the majority of orders will complete successfully, there are a number of reasons why you may experience order failures.

• Payment method failure
• Merchant temporarily unavailable
• Issues with merchant configuration
• General API failure

Funding

If you are using Runa Balances to pay for your orders, please ensure that the currency of the merchant you wish to purchase is sufficiently topped up. Orders placed via API will flag this with an error 400 insufficient_funds message.

If you are paying by card, you will be made aware via the on-screen prompts of the next steps to take. You can try to use an alternative card, or check your payment details to ensure all information was entered correctly before retrying.

Merchant availability

Occasionally, specific merchants may experience downtime or scheduled maintenance. Any time a merchant becomes temporarily unavailable, this will be noted on our Runa status page. You can subscribe to all updates or to individual outages if required and you will be notified when normal service resumes.

We recommend using our 'is_orderable' API feature explained here, to avoid placing orders for merchants which are temporarily or permanently unavailable. 

Merchant configuration

Updates are made to our merchant network regularly and some updates may result in order failure if your API call is to an outdated configuration.

All changes are posted to our Network Updates page, covering denomination adjustments which may cause order failures, as well as general merchant changes such as updated T&Cs and imagery. 

If a merchant is fully removed from the Runa Network, this is also published on our Network Removals page. 

We highly recommend bookmarking both pages and regularly checking to ensure your network is up to date. 

Failures via API

When ordering through API, you will receive an error message for any failures. Our errors are designed to be self-explanatory, with more detail found in our documentation here. If you do need any further guidance on the error you are facing, please reach out to [e-mail].