The payment failed or the status did not update
What the messages on the payment and confirmation pages mean, what to do if the money was taken but the order is still “Nou” (New), and how to get a double payment back.
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Use this article when a card payment for an order or for a balance top-up did not go through, or when the status did not change after you paid. The messages appear on the “Achitare” (Payment) page (blackbox.md/checkout/order/…, “Contul meu” (My account) → “Comenzi” (Orders) → “Achită comanda” (Pay for the order)), on the “Alimentează soldul” (Top up balance) page (blackbox.md/checkout/topup) and on the confirmation page (blackbox.md/checkout/return), where Paynet brings you back.
The blackbox.md website is available in Romanian and Russian; this article quotes the Romanian labels with their English meaning.
Available to: the holder of the blackbox.md account who is paying for an order or topping up the balance.
First, check whether the payment went through
- Open “Contul meu” (My account) → “Comenzi” (Orders). The “În lucru” (In progress) status means the payment was received. “Nou” (New) means the payment has not been confirmed yet.
- Look for the email “Plată confirmată — BBX-…” (Payment confirmed — BBX-…), including in your Spam folder. For a top-up, the email is “Alimentare cont confirmată — BLACKBOX” (Account top-up confirmed — BLACKBOX).
- For a top-up, also open “Contul meu” → “Sold” (Balance): the row “Alimentare cont BLACKBOX” (BLACKBOX account top-up) must appear under “Istoricul operațiunilor” (Transaction history).
Important Don't pay a second time until you have checked the status and your email. A repeated payment is not refunded automatically.
Messages on the confirmation page
After Paynet, you land on the confirmation page (browser tab “Confirmare plată — BLACKBOX” (Payment confirmation — BLACKBOX)). It checks the payment once per second, for about 10 seconds. This page is always shown in Romanian.
| Message | What it means | What to do |
|---|---|---|
| “Verificăm plata…” (Checking your payment…) and “Vă rugăm așteptați…” (Please wait…) | The page is waiting for a response from Paynet. | Wait a few seconds. |
| “Verificăm plata. Veți primi confirmare pe email de îndată ce este confirmată. Puteți reîncerca peste câteva minute.” (We are checking your payment. You will receive a confirmation by email as soon as it is confirmed. You can try again in a few minutes.), with the “Reîncercați” (Retry) button | The confirmation is delayed. The payment may still have gone through. | Don't pay again. Wait a few minutes, then click “Reîncercați” (the page checks again). Keep an eye on your email and on the status in “Comenzi” (Orders). |
| “Nu s-a putut verifica statusul plății. Verificați comenzile dvs.” (The payment status could not be checked. Check your orders.) | The page could not get the result, for example because of a connection problem or because you reloaded it several times within a minute. | Click “← Comenzile mele” (← My orders) and check the status. Wait a minute or two before you check again. |
| “Plata nu a fost finalizată” (The payment was not completed) and “Plata a fost anulată. Puteți încerca din nou.” (The payment was canceled. You can try again.) | You canceled the payment on the Paynet page. Nothing was charged, and the order stays “Nou” (New). | Click “← Înapoi la cont” (← Back to account), which takes you to “Comenzile mele”, then click “Achită comanda” (Pay for the order) again. |
| “Plata nu a fost finalizată” and “A apărut o eroare la procesarea plății. Puteți încerca din nou.” (An error occurred while processing the payment. You can try again.) | The payment did not go through, for example because the bank declined the card. | Click “Reîncercați plata” (Retry payment) or use another card. See the section “Your card was declined”. |
| “Plata a fost efectuată!” (Payment completed!) | The payment went through, and the order moved to “În lucru” (In progress). | If the server does not appear, see The server does not appear after payment. |
Messages on the payment page
The “Achitare” (Payment) page opens automatically after you place an order, from “Comenzi” (Orders) → “Achită comanda” (Pay for the order), or with the “Reîncercați plata” (Retry payment) button on the confirmation page.
| Message | What it means | What to do |
|---|---|---|
| “Plățile online sunt momentan indisponibile” (Online payments are currently unavailable) | Card payment is temporarily turned off. In this state, the “Achitați din sold” (Pay from balance) button does not appear either. | Try again later, or ask support for a manual payment, for example by bank transfer: Paying by bank transfer and BLACKBOX bank details. |
| “Trebuie să acceptați termenii pentru a continua.” (You must accept the terms to continue.) | Your agreement to the terms was not sent. The payment buttons become active only after you tick the box “Am citit și accept Termenii și Condițiile și Politica de Confidențialitate” (I have read and accept the Terms and Conditions and the Privacy Policy). | Reload the page, tick the box and click the payment button again. |
| “Sold insuficient.” (Insufficient balance.) | When you use “Achitați din sold”, your balance no longer covers the full amount. There is no partial payment from your balance. | Top up your balance (Topping up your balance) or pay by card with the “Achitați … MDL” (Pay … MDL) button. |
| “Deja achitat.” (Already paid.) | With “Achitați din sold”: the order has just been paid another way, for example by card in another tab. | Check the status in “Comenzi”. Don't pay again. |
| “Nu am putut confirma destinația plății. Contactați suportul.” (We could not confirm the payment destination. Contact support.) | The payment address the website received is not a Paynet page, so, for your safety, the website does not send you there. | Don't pay on any other page. Write to support and include the order number. |
| “Eroare la inițierea plății. Vă rugăm încercați din nou.” (Error starting the payment. Please try again.) | The payment could not be started: the payment link was not created, or the order can no longer be paid (for example, it has already been paid in another tab). | First check the status in “Comenzi”. If it is still “Nou” (New), reload the page and try again. If the error persists, write to us. |
| “Eroare la încărcarea detaliilor plății.” (Error loading the payment details.) | Usually, the order has already been paid or canceled. Only “Nou” orders can be paid. | Check the status in “Comenzi”. |
Your card was declined
If Paynet does not accept your card, or you come back with the message “A apărut o eroare la procesarea plății.” (An error occurred while processing the payment.):
- Ask the bank that issued your card whether online payments are enabled for the card, whether you need to complete the 3-D Secure confirmation (a code by SMS or an approval in your bank's app), and whether you have reached a daily or per-transaction limit.
- Open “Comenzi” (Orders) → “Achită comanda” (Pay for the order) again and repeat the payment, or use another Visa or Mastercard card.
- If you are paying for a company, you can also pay by bank transfer: Paying by bank transfer and BLACKBOX bank details.
The money was taken, but the order is still “Nou” (New)
- Don't pay again.
- If you are still on the confirmation page, wait a few minutes and click “Reîncercați” (Retry).
- Check for the email “Plată confirmată — BBX-…” (Payment confirmed — BBX-…) and the status in “Comenzi” (Orders). If the status has changed to “În lucru” (In progress), the payment has arrived.
- If the status stays “Nou”, write to us through a support ticket (“Contul meu” (My account) → “Ajutor și suport” (Help and support)), at support@blackbox.md, or call +373 78 003948 (Monday–Friday, 09:00–18:00 (Moldova time)). Include the order number
BBX-…, the amount, and the date and time of the payment. Details: How to contact BLACKBOX support.
Security Never send your full card number, the expiration date, the CVV code or codes you receive by SMS, whether in support tickets, by email or over the phone. BLACKBOX does not need them.
You paid twice
If the same order was paid twice (by card and from your balance, or with two cards), the order is processed only once, and the second payment is not refunded automatically. The same happens if you paid for an order that was canceled in the meantime.
- Write to support with the order number, the amounts, and the date and time of each payment.
- If you want the money back to your card, say so in the same message.
- Support checks the payments and refunds the extra amount. A card refund goes to the same card, through the payment processor Paynet, usually within 5–10 business days after the request is approved. The timing depends on the bank that issued the card.
See also Order cancellation and refunds.
Problems topping up your balance
After a top-up, the confirmation page shows the same messages as for an order payment. The differences:
- Success: “Sold alimentat!” (Balance topped up!), with the “← Sold” (← Balance) link.
- Payment canceled on Paynet: “Plata a fost anulată. Puteți încerca din nou.” (The payment was canceled. You can try again.) There is no retry button, and “← Înapoi la cont” (← Back to account) takes you to “Comenzi” (Orders), not to “Sold” (Balance). To try again, open “Contul meu” (My account) → “Sold” → “Alimentează soldul” (Top up balance).
- Payment error: “A apărut o eroare la procesarea plății.” (An error occurred while processing the payment.), with the “Reîncercați alimentarea” (Retry top-up) and “← Sold” buttons.
- “Prea multe încercări. Vă rugăm încercați din nou peste câteva minute.” (Too many attempts. Please try again in a few minutes.), on the “Alimentează soldul” page: you have already made 5 top-up attempts in the last hour. Wait, and don't click the button again in the meantime, because rejected attempts also count. See Topping up your balance.
- Money taken, balance unchanged: check “Istoricul operațiunilor” (Transaction history) and the email “Alimentare cont confirmată — BLACKBOX” (Account top-up confirmed — BLACKBOX). If the top-up is missing, write to us with the date, time and amount of the payment.
Frequently asked questions
I closed the page before the confirmation. Is my payment lost? Closing the page does not cancel a successful payment. Check the status in “Comenzi” (Orders) and look for the email “Plată confirmată — BBX-…” (Payment confirmed — BBX-…). If the money was taken but the order stays “Nou” (New), write to us.
Why don't I see the “Achită comanda” (Pay for the order) button? The button appears only for orders with the “Nou” status: on a computer, it is the card icon in the “Acțiuni” (Actions) column (its name appears when you hover the mouse over it); on a phone, it is in the order's actions menu. “În lucru” (In progress) means you have already paid, and an “Anulat” (Canceled) order can no longer be paid, so place a new one.
How long is the payment link valid? 60 minutes from the moment you click “Achitați … MDL” (Pay … MDL). If you have not paid within that time, the order stays “Nou”: open “Comenzi” → “Achită comanda” and click “Achitați … MDL” again. You get a new link, also valid for 60 minutes.
Can I try another card right away? Yes, if the confirmation page shows “Plata nu a fost finalizată” (The payment was not completed). If it shows “Verificăm plata…” (Checking your payment…), first wait for the result, so that you don't pay twice.
Can I pay from my balance if card payment doesn't work? Yes, if your balance covers the full amount: the payment page shows the button “Achitați din sold (Disponibil în sold: … MDL)” (Pay from balance (Available balance: … MDL)). When the page shows “Plățile online sunt momentan indisponibile” (Online payments are currently unavailable), this button does not appear either. See Paying for an order from your balance.