Cart Conflict
Browsers:
Certain browsers, Chrome, Firefox, and Safari, work best with our apps and website. If you are using a different browser, start by trying one of these instead.
Not seeing expected price:
Please ensure you are logged into your Topaz Labs Account Page, then refresh your cart page. This will guarantee our system is recognizing your previous purchases.
Click Here to Log In Online
Auto-filling incorrect or expired information
Personal and / or payment information is commonly saved by your browser. This is not specific to our site and can be resolved by clearing your cache and cookies or using a different browser. Keep in mind, you can clear cache and cookies for a single page, instead of your whole browser.
Once you’ve cleared your cache and cookies, be sure you've logged back into your Topaz Labs Account Page.
Click Here to Log In Online
Stalling / not-completing the Purchase
Typically, this is not a site conflict and is commonly resolved with the same steps as above. This error includes PayPal failing to connect back to the checkout page to complete the Purchase.
Attempt the purchase again after switching to a compatible browser, clearing your cache and cookies, and logging back into your account. If you’re unsure if your purchase has gone through, please contact our support team.
Contact Our Support Page
Discount Error
This usually happens when there is no product in the cart before using a discount link. Be sure you have at least one item in the cart to add your discount or store credit.
Otherwise, a link may no longer be valid. Please take a screenshot of what you see to send to our support team to investigate.
VAT error
Certain territories will display a Value Added Tax (VAT) field at checkout. This is an optional field; leave it blank if you do not have a valid VAT number.
| If you are entering a VAT number, make sure it includes the 2-letter country code prefix.
| For example: DE123456789 for Germany or GB123456789 for the UK.
At this time, we only accept EU and UK VAT numbers. You can verify your VAT number eligibility using the following tools:
Please note that VIES can update at random intervals and may return errors even for valid VAT numbers. If you run into this, please reach out to our support team with the following so we can verify and update this for you:
- Your VAT number
- Your billing address