Checkout Problems: Address & Phone Number Not Accepted

Quick Summary

• During checkout, your phone number can be entered as a 10-digit US number without +1, or as +1 followed by the 10-digit number (example: 4065941219 or [phone]). Other formats are flagged as invalid.
• We strengthened phone validation because many past orders were delayed in shipping due to incorrect or incomplete phone numbers.
• If the site keeps rejecting your details, first re-check the phone format, then contact us with a screenshot of the error.

Why Does the Site Reject My Phone Number or Address?

Our website applies a stricter validation check at checkout:

• Phone number: must be a 10-digit US number (with or without +1, e.g., 4065941219 or [phone]). Other formats are treated as invalid.
• Billing address: must match your bank's records (including apartment/unit numbers) for payment verification.
• Shipping address & phone: used by carriers to contact you, so they must be complete and accurate.

This validation was implemented because we had numerous past orders delayed in shipping due to incorrect or incomplete phone numbers. It is not an error on your account - it is the site verifying that carriers can reach you.

What to Check Before Retrying

1. Phone number format: Enter a 10-digit US number, optionally with +1 first, with no dashes or spaces (example: 4065941219 or [phone]).
2. Billing address: Make sure your billing address matches your bank's records - including abbreviations and unit/apartment numbers.
3. Payment details: Verify the card number, expiration date, and CVV are entered correctly.
4. Error message: Look for any error message at the top of the checkout page and note it.

I Tried Again and the Site Still Won't Accept It

1. Try a different browser or a private/incognito window, or clear your browser cache.
2. Take a screenshot of the checkout page showing the error message (and the exact details you entered, minus card numbers).
3. Open a support ticket and attach the screenshot, plus your order items and phone number.

Our team will review the details and, if needed, place the order manually for you so you don't miss out.

Important: About Charges You See

If you attempted checkout and see a temporary hold on your card, note that:

• A "declined" or failed attempt may still show a temporary authorization hold on your bank account. These holds are normally released by your bank within 5–7 business days, depending on your bank's policy.
• Some transactions may trigger 3D Secure verification, where your bank asks you to confirm the payment. Complete the verification prompt to proceed.
• If you were charged but the order was not confirmed (no order confirmation email), include your order number and a screenshot of the charge in your ticket, and we'll investigate.

Payment Methods at Checkout

We currently accept Visa, Mastercard, American Express, and JCB. Payments are processed through secure international payment systems - your card statement may show a merchant name different from "EightVape" (for example, "ALT*SMARTECLIFE"). This is normal and authorized.

Still stuck at checkout? Open a ticket with a screenshot of the error and your order details - fastest way for us to help.