A Payment Error status means that the order was not successfully validated as paid. This can happen for several reasons depending on the payment method used.


Why did my order move to Payment Error?

A Payment Error may occur if:

  • The payment process was interrupted before completion.
  • The payment page was refreshed or closed too early.
  • The transaction was initiated but the funds were not successfully transferred.
  • The payment amount received does not exactly match the amount expected for the order.
  • There was a small currency-related difference between the order amount and the payment amount.
  • The bank or cardholder interrupted or declined the transaction.
  • An EBANX payment was never completed before the payment deadline.

Even a very small difference between the expected and received amount may prevent the system from validating the payment automatically. This can sometimes occur with local currencies such as MXN.


I paid, but the order shows Payment Error

If the order is visible in your Nin-Nin Game account and the payment was actually completed, you usually do not need to contact us immediately.


Our team regularly reviews payments that could not be matched or validated automatically. If the funds were correctly received, the order may be manually validated during our next payment verification period. Please allow several business days for this review.


If the order still shows Payment Error after several business days despite the payment having been completed, please contact Customer Service with your order reference and proof of payment.


Why can this happen with card payments made through Adyen?

In some cases, a card transaction may be initiated but the funds are never successfully transferred to Adyen. This can happen if the transaction is interrupted by the cardholder, bank, card issuer, or authentication process.


For example, a transaction may initially appear to have started successfully but later fail because the bank did not complete the transfer. In these cases, the order may eventually be changed to Payment Error.


My EBANX order shows Payment Error, but I never paid it

If you did not complete the EBANX payment, the order is already considered cancelled once it moves to Payment Error. You do not need to contact Customer Service to ask us to cancel it again.

If you would still like to proceed with your purchase, we recommend placing a new order and making sure your payment method is correctly applied and completed during checkout.

You only need to contact us if:

  • A voucher used on the cancelled order needs to be restored.
  • The cancelled order is still counting toward a purchase limit and preventing you from placing a new order.


Can my voucher be restored?

If a voucher was used on an order that later moved to Payment Error, please contact Customer Service. We can review the order and, when applicable, restore the voucher so it can be used again.


I want to reorder, but I receive a purchase limit error

A failed or cancelled order may sometimes continue to count toward the purchase limit for a product. If this prevents you from placing a new order, please contact Customer Service with the relevant product and order reference so we can review and reset the purchase limit when applicable.


My payment was taken, but no order was created

If the payment was taken but no order appears in your Nin-Nin Game account, please contact us. Provide:

  • The payment amount.
  • The payment date.
  • The payment method.
  • The payment or transaction reference.
  • The product you were attempting to purchase.


We will check whether the payment was received and whether a corresponding order exists in our system.