FAQ – Frequently Asked Questions

If your payment was declined, try using a different payment method, a different browser, or device. Sometimes clearing cookies in your browser is also helpful. If you see a block on funds on your bank statement despite a failed transaction, it means the bank has not yet processed the cancellation of the operation. These funds still belong to you, but they are temporarily frozen by the card issuer or bank. The process of unblocking the amount depends entirely on your financial institution and usually takes up to 5 business days. If the block does not disappear after this time, contact your bank directly.

The decision to decline a payment is made solely by the payment operator or bank, and Payticon has no influence over this procedure. The most common reasons are insufficient funds, incorrect card details, or the bank’s anti-fraud security measures. In such a case, we do not withdraw any money from your account. To finalize the purchase, try repeating the payment with another method or contact the customer service of your payment service provider.

The available payment methods are dynamically adjusted to the country where you are making the purchase. You will see the full list of accepted payment channels (e.g., BLIK, payment cards, fast transfers) in the cart during checkout.

You can download the invoice yourself after logging into your account. Go to the “Orders” tab, select the relevant transaction, and click the download button. Remember that a VAT invoice is generated exclusively for products subject to this rate (e.g., GSM top-ups).

Whether a VAT invoice exists is decided by what is sold, not by who sells it. We are the seller and the contract is with Payticon — including when you buy a gift card of another brand.

Most gift cards are so-called monetary tokens, which are not subject to VAT at the time of sale, so there is no tax to state and we do not issue VAT invoices for them. Products that are subject to VAT (e.g., GSM top-ups) do come with an invoice.

If you need proof of purchase for accounting, open the order in your order history — paid and fully completed orders have a “Print note and vouchers / save PDF” button there. The note contains the seller’s details, the order number and the settlement of the amount. If you do not see the button (this happens with older orders), write to us and we will issue the document manually.

The right of withdrawal expires the moment you reveal the code on your order page. Codes, top-ups and electronic money are digital content not saved on a tangible medium, and for those the right of withdrawal ends once performance has begun with your express consent. That moment is the reveal of the code — not the payment for the order, and not the e-mail with a link to it.

As long as the code stays hidden, you have 14 calendar days from the conclusion of the contract to withdraw without giving a reason — write to us at hello@payticon.com. We refund using the same payment method, within 14 days of receiving your statement.

An order we have not fulfilled is a separate matter: if no code was issued, simply write to us. That is not a withdrawal from the contract and none of the limits above apply.

We are at your disposal at the e-mail address: hello@payticon.com. Our team usually responds to messages within 1 business day (and often much faster!). During periods of increased traffic, information about possible delays can be found on our help page.

In order to maintain the highest quality of service and precise documentation of requests, we provide customer support exclusively via e-mail. This allows us to verify transaction statuses faster and send technical instructions. We usually respond within 24 hours on business days.

We send most codes within about 30 seconds of payment confirmation. You will receive the redemption instructions and the code itself on your order page. In many cases, the code will also be displayed on the order summary screen immediately after payment.

You do not need the e-mail to get the code — it is on your order page. Log in with the e-mail address given in the order, open your order history, open the order and click the “Show code” button. This works regardless of whether the message arrived; we never send the code itself in the body of an e-mail.

If you still want to find the message, check the SPAM folder and the “Offers” or “Notifications” tabs in your inbox. The message “Your access to this order has expired” means the public link is no longer valid — logging in with the address from the order helps there too, rather than reopening the old link.

Important: with direct top-ups (e.g., to a phone number) there is no code to collect, and the operator may need up to 15 minutes to post the funds.

Write to us from the address you want to use and include details that let us confirm the order is yours: the order number or the payment number, the amount and the date of purchase. We will correct the address on our side and then send you an access link, so you can collect the code as usual.

A typo in the address creates a separate account that cannot be logged into, so resending the message to the same address changes nothing. There is also no point waiting for a bounce from a mailbox that does not exist, or contacting your mail provider — they have no influence over what is in your order.

If you can log into your account and only want to change the address linked to it, you can do that yourself in your account settings.