Cannot buy stems

General Area
1

when i want to buy and pay for stems i get this:

Your order cannot be processed. You have not been charged. Please confirm that your billing and payment details are correct.

what can i do?

2

Have you confirmed everything is correct?

3

I’m experiencing the identical issue. Last night and today no luck. I’ve opened a ticket with ESW, and provided the details. Also submitted tickets the Engine and Denon too, but only a response from ESW.

4

Hey everyone,

Engine Support here!

In rare instances, our payment provider ESW or FastSpring may present an error upon check-out for your order.

Example Errors:

ESW Checkout Error: " The payment was unsuccessful. Please try again."

In most cases, checkout failure is due to fraud prevention/risk analysis - Assuming funds are available on your credit card and your bank has not declined the transaction, a temporary hold may have been placed against your device IP due to one or more of the following reasons:

  • IP Address Country
  • IP Address Region
  • Payment Type
  • Card Country

Here’s what we suggest:

  • Disable your VPN / Private Relay
  • Clear the cookies / Cache on your browser
  • Try a different web browser
  • Try Incognito mode on the web browser
  • Try a different payment method
  • Try from your smart device / mobile phone
  • Connect to a mobile network via a personal hotspot

If you continue to experience any checkout errors upon placing your order… We suggest you contact the appropriate party directly, to help you proceed with placing your order:

Once you’ve submitted your customer details to FastSpring or ESW, a member of their team will respond as soon as possible.

Note, that inMusic (AIR/AKAI PRO/BFD/ENGINE DJ/HEADRUSH) support is unable to directly solve checkout failure issues - While our support team is available to assist, please be mindful of this upon creating a support ticket.

4 Likes
5

Your steps are unfortunately not helpful as they were already followed prior to this reply, numerous times, and probably your email to me through support with an open ticket there as well, if that was you too by chance. I found the troubleshooting steps on the engine and ESW website They have been completed numerous times. I’ve tried on a personal computer, a personal cell phone, a work cell phone, my work computer and separate network. Chrome and Edge browsers with all data cleared, and incongnito modes.

ESW support is not helping. They keep saying its declined at the credit card or bank vendors. I have been in contact with Chase, Citi, Discover and US Bank. None of them show any pending, declined or open authorizations for the attempted payment, so nothing is coming through. I’ve stated this multiple times on an open ticket with ESW and it’s like they are not trying to help. They keep saying to contact your bank.

6

Additiionaly, I’ve tried all my methods of payment, so 3 credit cards and a debit card. I have also attempted through Paypal, with each of the same payment systems in there to no avail.

7

This is the exact message:

Your order cannot be processed. You have not been charged. Please confirm that your billing and payment details are correct.

Additionally, ESW support says that EngineDJ support needs help resolve this going forward:

Hershey Galalio (inMusic)

Mar 7, 2025, 11:48 UTC

Dear Tim,

Following the recent conversation,

Our relevant team confirms that your account is available for placing orders.

We can see some declines coming from your payment provider. Please be advised to check with them directly to clear up any blocks.

We kindly recommend that you contact the retailer directly regarding any further queries, using their web-form on the website.

Kind regards, ESW Customer Support

UPDATE: No Progress from ESW. They keep repeating themselves. More messages below:

Steven Rosas (inMusic)

Mar 7, 2025, 20:17 UTC

Dear Tim,

We inform you that our internal team has some payment rejections from your bank earlier.

It is possible the payment is blocked due to several attempts with the different payment methods.

Kindly check the payment within the next 24 hours, if the issue persists, reply this ticket with your last four digits of your card, or PayPal email account used.

We also recommend you contact your PayPal customer service, and confirm if there is something preventing this purchase.

If you have any further queries, please do not hesitate to contact us.

Kind regards, ESW Customer Support

Tim Sanchez

Mar 7, 2025, 17:06 UTC

I have also logged through my work computer, completely different network, ISP, etc. I’ve used incognito mode on Edge browser, and manually typed in everything. Not working. Same thing happens with PayPal. This is a problem with your system.

On Fri, Mar 7, 2025 at 8:56 AM Tim Sanchez <###> wrote:

I’ve spoken to each creditor and bank. THERE IS NO TRANSACTION SHOWING FROM ESW AND/OR INMUSIC as an attempt, pending or failed status… The cards are being used everywhere else with no issue.

I’ve cleared carts, cookies, cache etc. I’ve used to mobile devices with separate service providers and attempted payment with 4 cards, all that are which active and working elsewhere.

FINAL UPDATE: Purchasing is still unsuccessful. Had a friend attempt to and successfully purchase the license and had it transferred to me through support.