Having Trouble with Your Payment? We’re Here to Help!

A payment issue can be frustrating, especially when you’re ready to bring your wheelchair home. If your payment hasn’t gone through, these steps may help. The KERDOM Mobility team is here if you need a hand.

1. Complete Your Bank’s Security Check

Your bank may ask you to verify an online purchase through 3D Secure authentication before it approves the payment.

What to Check:

  • Look for a Verification Prompt: Complete any SMS-code or bank-app approval requested in the secure checkout flow.
  • Allow It to Finish: Keep the verification window open until the process completes. If no code arrives, check your bank’s registered contact details or contact the bank.

2. Double-Check Your Payment Details

A small typo or an old billing address can prevent a card payment from going through.

Take a Quick Look:

  • Card Details: Check the card number, expiration date and security code directly in the secure checkout.
  • Billing Address: Use the address and ZIP or postal code your card issuer has on file, even if your delivery address is different.

3. Try Another Available Payment Option

If your card continues to decline, another payment method may be more convenient.

Options to Consider:

  • Another Card or Digital Wallet: Try a different credit/debit card, or PayPal, Apple Pay or Google Pay when offered at checkout.
  • Monthly Payment Options: Look for Klarna or Affirm if available. Eligibility, approval and payment terms are determined by the financing provider.

Before trying again, check for an order-confirmation email or pending charge. If you’re unsure whether the payment succeeded, contact us first to help avoid a duplicate order.

4. Contact Your Card Issuer

A bank may decline a purchase because of a security check, spending limit or account restriction.

How Your Bank Can Help:

  • Ask About the Decline: Use the phone number on your card or your bank’s official app to confirm the reason.
  • Confirm the Purchase: Let the bank know you intended to place the order, then follow its instructions before retrying. KERDOM cannot override a bank’s decision.

Still Having Trouble? Let’s Work Through It Together

You don’t have to figure it out alone. We can help check your order status and guide you through the next steps.

Reach Out to KERDOM:

  • Email or Call: Contact support@kerdom.com or +1 (775) 572-5299.
  • Share the Error Message: Include the product you were ordering, the approximate time and a screenshot with personal and payment details hidden. Add your order number if you received one.

Keep Your Payment Information Private: Never send us your full card number, security code, bank password or verification code. Enter sensitive payment details only in the secure checkout or your bank’s official verification flow.