Common PayPal and credit card issues

We aim to make your Placeit purchase easy, so you can quickly download and start your creative projects. Payments are accepted via PayPal and credit cards (Visa or Mastercard).

Sometimes, payment issues can occur for various reasons. If you experience problems while purchasing, use this guide to troubleshoot and complete your order successfully.

• I received an error when paying for an item. What can I do?

  1. Try clearing your browser cache and cookies and then attempt the transaction again.
  2. Attempt your purchase from a different device, such as a smartphone.
  3. Make sure your billing and payment details match:
     - Your Envato account details match your PayPal, or financial institution details. For example, make sure that your registered Envato account email address is the same as the email address that you've used for PayPal.
  4. Try using an alternative payment source, such as a different credit card. Placeit accepts the following payment methods: Visa, Mastercard, American Express (USD only) and PayPal.
  5. Your bank may be declining the transaction attempts. You will need to contact them to inquire regarding any restrictions on your card that may be preventing your attempts to subscribe.
  6. We are an Australian-based company, it is not uncommon for credit card issuers to block an overseas payment until you have approved it. You may need to contact your card issuer to see if there are any restrictions on international transactions on your card.
  7. If you still experience payment issues after completing basic troubleshooting, you can try and  complete the payment through the Placeit App: https://placeit.net/app. For more details on how the app works, you can review this article.
  8. If still unsuccessful, please contact our Customer Success team so we can investigate it.

• I made a purchase a few hours ago, but it still hasn’t registered on my Placeit account. What can I do?

  Majority of the time payments will process instantaneously, but occasionally there can be a delay.

  Often this delay is related to the original funding source. If a bank transfer was used, it can take a few days for this kind of payment to be processed.

  If you did not use a bank transfer and your purchase is still not shown on your Placeit account, please contact our Customer Success Team with the following information:

  • Which payment provider you used; PayPal or credit card?
  • The Placeit account username related to the transaction.
  • The email address related to Paypal (if applicable).
  • The unique transaction ID of the payment.
  • Any other receipt information relating to the transaction.

• My Paypal account or funding source is not in U.S. dollars. Who manages the conversion?

  All transactions that occur on Placeit will be in U.S. dollars. If your Paypal account or funding source is in a currency other than U.S. dollars, you may incur a conversion fee by the payment provider.

  To learn more about currency conversion via Paypal, please read their article about paying in another currency.

• I received an email about a payment dispute or reversal and I can't log into my Placeit account. What’s happened?

  This usually happens when a transaction has been disputed. This means your Placeit account was credited or an item was purchased, but we have not received the money. Contact our Customer success Team for assistance.

• PayPal or my card issuer won’t accept my payment. What can I do?

  Unfortunately, Envato has no control over what PayPal or card issuing banks will accept as a valid payment. If you are having difficulties making a payment, you will need to contact PayPal or your bank for further information or advice.

• I have not authorized a payment to Placeit but it is appearing on my statement. What's happened?

  If you have not authorized a payment, then someone may have fraudulently used your financial information.

  Unfortunately, Envato is unable to stop any future payments to our website if the culprit already has your valid credit card or PayPal details, as these transactions are handled by PayPal or your bank.

  In this case, we strongly suggest you contact PayPal or your bank immediately to inform them of the fraudulent activity so that they can stop any further payments and advise you on how best to proceed.

• I need help identifying an Placeit transaction on my statement

  If you see a transaction for Placeit and want to get more information about it, please get in touch with our Customer Success team with the following information and we will be happy to help:

  • Payment provider you used; PayPal, or credit card (MasterCard, Visa or American Express)
  • The email address related to the PayPal transaction (if applicable).
  • The unique transaction ID of the Paypal payment (if applicable)
  • The last 4 digits of the credit card (if applicable)
  • The date of the payment
  • Any other receipt information relating to the transaction.

• Payment restrictions

  Many governments, financial institutions and online payment providers (e.g. Paypal) impose regulations and sanctions prohibiting transactions with certain restricted or high-risk countries, individuals, corporate entities, and organisations. If your payment has been identified by our providers as originating from a region that is subject to these restrictions, you won’t be able to finalize your purchase. Please check more information here.

I want to request a refund for an item I have purchased. Who do I contact?

Placeit will generally only offer refunds where the item you purchased is broken, malfunctioning or corrupt, or doesn't work as described. Learn more about requesting a refund.