If you’re unable to complete your payment in the app, it may be due to a failed 3D Secure check.
3D Secure is a security check from your bank. Depending on your bank, you may need to confirm the payment with a code, biometric verification, or in your banking app. Since this step is handled by your bank, we’re unfortunately unable to change or control it.
Try ordering in your browser
If you’re having trouble ordering in the app, ordering through the browser often does the trick. You can log in at www.polarsteps.com on your laptop or computer, and try placing your order there.
On mobile, you can also use the desktop version in your phone's browser: go to www.polarsteps.com, tap the three dots (⋮) in the top right corner of the browser, and select ‘Desktop site’.
Before placing a new order
Please first check whether the payment failed. Look for an order confirmation email and check your bank statement. Some payments may appear as a temporary authorization or take a little longer to show up.
If you're unsure if the payment came through, please contact our Support team before placing a new order to avoid duplicate orders or charges.
Still having trouble?
Get in touch with our support team by submitting a request.
When you fill out the contact form, please include:
- The email address linked to your Polarsteps account
- The link to the trip you’re trying to print
- A screenshot of the error message
Providing these details will help us look into the issue you’re experiencing as quickly as possible.