Trouble Shooting

Captcha

If there are issues with passing the captcha on the website, please first try clearing cache and cookies. Should the issue persist, switching to an alternative browser may be effective. If the issue is still not resolved after completing these steps, please contact us at info@backdrop.com and our support team will look into this further. 

Declined payments

In the case of a declined payment, please check the following:

1. Verify that all card information has been entered accurately.
2. The billing information matches what the card is registered under and is formatted correctly in the billing address fields. Note that when autofill settings are enabled, it may populate the state abbreviation into the zip code field, it is essential to remove this information to proceed.
3. Ensure that there are no daily or transactional credit limits prohibiting you from completing the purchase.
4. In some cases the bank is flagging the purchase and you may need to contact them to confirm and advise them to allow the transaction to go through.

Logging in

If you are having trouble logging in on the website, please first ensure all login details are correct. If so, start off by clearing cache and cookies. If the problem persists, we suggest trying a different browser. In cases where logging in through Chrome poses challenges, switching to Safari often resolves the issue.

In the event of a forgotten password, kindly click on 'Forgot your password?' and follow the outlined steps for retrieval.