If the Click to Pay icon isn't loading on their checkout page, the website crashes, or you receive a specific error message from the retailer saying they cannot process the order, contract the merchant.

If you aren't receiving your one-time passcode text/email, your Kroo card is being declined at the final step, or you suspect your card has been temporarily frozen, contact Kroo. 

It's always worth checking that your phone number and email address are up to date in the Kroo app, as an incorrect detail will prevent you from receiving your security verification code.