Payment incident

Payment incident when making an online purchase:

When you enter a new card or process or change an order, you may have to authorise it with your bank. If any problem occurs at that time or you get an error message, we recommend:
1. Using a different card.
2. Trying with another device.
3. Resetting your internet connection.

The most frequent solutions are:
1. Card:
Confirm that your card can be used for online purchases. The bank will send you a notification. If you don’t receive it, go to the bank’s website or app. Check if you have any pending alerts.
If this is not possible, delete the card from our payment methods section. Enter it again or add a different card.

2. Device:
The browser, the Mercadona app, and your banking app must be updated to the latest version. Check for pending updates in your browser bar or the Google Play/Apple Store.
If everything is correct, but the error persists, use a different browser and/or device.

3. Internet: Make sure you have a strong and stable internet connection.

If after doing this you are still having a problem, contact your bank. We can also help you via our chat or free Mercadona customer service line at 800 500 220.

Payment incident on the day your order is delivered:

The final amount of your order will be charged a few hours before delivery. If you receive a “payment incident” message during that time, we were unable to process the payment. It is important for you to enter a new card as soon as possible in My orders > Add card.

Once you have entered a new valid payment method, we will be able to continue to process your order. Otherwise, we will not be able to guarantee delivery in the chosen time slot and, unfortunately, we may have to cancel your order if we do not obtain an alternative within a reasonable amount of time.