Troubleshooting Purchasing Issues

If you are experiencing troubles purchasing through our Animal Jam membership page or our online shop, Animal Jam Outfitters, we have some troubleshooting steps to help you. 

  • Try a different browser - For example, if you regularly use Internet Explorer, you can try using Google Chrome, or Mozilla Firefox instead. You can also try updating the one you currently have.
  • Clear your computer storage (cache) of old data - Please follow the instructions for the Web Browser you are using to clear your cache and other temporary Internet files.

How to clear internet browser cache:
Internet Explorer
Firefox 
Google Chrome 
Safari
Opera

After you have cleared the cache, you must restart the browser.

Please make sure the date and time settings on your computer are also correct.

If you are using a prepaid credit card or gift card to complete your purchase, you may need to register your card with a billing address using the instructions that came with the card.

If none of this helps, please submit a request below with the following information:
- Internet browsers tried
- Did you clear you cache?
- Have you updated your browser to the latest version?
- What step in the process is it not proceeding past?
- Any error messages? Please include screenshots if possible
- Operating system – Is this a Mac or a PC?
- Have you attempted your purchase using a different browser? If so, does this problem still persist?
- Have you attempted your purchase using a different computer/device? If so, does this problem still persist?

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If your question hasn't been answered in our help section, you can submit a request to AJ Support, and we will respond as soon as possible. Currently, support is only available in English. Submit a request