If you’re having trouble completing a purchase through the VitalSource Store, the steps below can help you troubleshoot common payment and checkout errors.
If you received a specific error message or error code, locate it below for more information.
Before Trying Your Purchase Again
Before troubleshooting a specific error, confirm that:
- All required checkout fields are completed.
- Your billing and payment information is current.
- Your payment method has not expired.
- The information entered matches the information associated with your payment method.
If you continue to receive an error, review the specific message below.
INET_SOURCED
If you receive an INET_SOURCED message, the purchased material will be delivered by email with a code after the transaction has been fully processed.
Check the email address associated with your purchase for delivery information.
If you do not receive the expected email after the transaction has completed, contact Customer Support.
Purchase Error Containing “undefined method”
If your purchase displays an error containing “undefined method,” contact Customer Support so we can investigate the issue.
When contacting us, provide:
- The email address associated with your VitalSource account
- The title you were attempting to purchase
- A screenshot of the complete error message
- A brief description of what occurred before the error appeared
Purchase Error 101
Purchase Error 101 indicates that one or more required fields during checkout were left empty.
Review the checkout form and make sure all required fields contain current information.
Once all required fields are completed, try your purchase again.
Purchase Error 102
Purchase Error 102 indicates that one or more required fields entered during checkout are incorrect.
Review all information entered during checkout and confirm that each field contains current and accurate information.
Once you have confirmed the information is correct, try completing your purchase again.
If you continue to receive Purchase Error 102, contact Customer Support for assistance.
Purchase Error 200
Purchase Error 200 indicates an issue with the payment details provided during checkout.
Review your payment information and confirm that it has been entered correctly.
If the information is correct and you continue to receive Error 200, contact Customer Support for assistance.
Purchase Error 202
Purchase Error 202 indicates that the payment method has expired or that the expiration date entered during checkout is incorrect.
Confirm the expiration date and try again.
If the payment method has expired, use another valid payment method.
Purchase Error 203 or 233
Purchase Error 203 or 233 indicates that your payment was declined.
Try completing your purchase using another payment method.
Purchase Error 204
Purchase Error 204 indicates an issue with the availability of funds associated with the payment method.
Try completing your purchase using another payment method.
Purchase Error 209
Purchase Error 209 indicates that some of the information used to verify your payment method is incorrect.
Review the payment and verification information entered during checkout and confirm that it is correct.
If you continue to receive the error, try another payment method.
I Received a Message Telling Me to Contact Support
Some checkout errors require additional review by Customer Support.
If the error specifically instructs you to contact Support, contact us and provide:
- The email address associated with your VitalSource account
- The title you were attempting to purchase
- The complete error message or error code
- A screenshot of the error, if available
- A brief description of what occurred
If VitalSource Requested Identity Verification
In some situations, VitalSource may specifically request a government-issued ID to complete verification related to a purchase.
If you were specifically instructed by VitalSource to provide identification, follow the secure instructions provided by Customer Support for submitting the requested documentation.
Do not submit a government-issued ID unless VitalSource has specifically requested it for your case.
I See Duplicate or Multiple Charges
If you see what appears to be more than one charge for the same purchase, one of the transactions may be a temporary pending authorization or hold from your financial institution.
Pending authorizations may disappear after your financial institution completes its processing.
If the charges have completed or posted more than once, or you need help determining whether multiple VitalSource transactions occurred, contact Customer Support.
When contacting us, provide:
- The email address associated with your VitalSource account
- Your order number, if available
- The date and amount of the charges
- A screenshot showing the transactions, with sensitive payment information hidden
Still Unable to Complete Your Purchase?
If your error is not listed above or the recommended troubleshooting does not resolve the problem, contact Customer Support.
Please provide:
- The email address associated with your VitalSource account
- The title you are attempting to purchase
- The error code or message
- A screenshot of the error, if available
- A brief description of what happens when you attempt checkout
Do not provide your full credit or debit card number, security code, or account password to Customer Support.
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