Occasionally, users payments get declined at their bank. This can happen if we update our payment gateways or if at the time of the charge your bank account had insufficient funds.
We will generally attempt to re-take the payment the next day.
However if you need to update your payment details as it continues to fail on the payment you can follow these steps.
Steps to Resolve Payment Issues
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Login to the Billing Portal: Begin by logging in to our billing portal using your credentials. This portal serves as the central hub for managing your account and payments.
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Access Payment Methods: Once logged in, navigate to the top right corner of the portal interface where your name is displayed. Click on the menu pull-down icon, and from the options presented, select "Payment Methods." This action will direct you to the section where your payment information is stored.
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Delete Existing Payment Methods: In the Payment Methods section, you will see a list of payment methods currently associated with your account. To ensure a fresh start and resolve any token mismatch issues, delete all existing payment methods. This step removes any outdated or mismatched tokens that may be causing payment failures.
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Enter New Payment Details: With all previous payment methods deleted, proceed to enter new payment details. Carefully input your payment information, including credit/debit card details or any other preferred payment method accepted by our system. Ensure accuracy to avoid future payment processing issues.
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Confirm Changes and Test Payment: After entering the new payment details, review the information for accuracy. Once confirmed, attempt to make a payment, whether it be for an outstanding invoice or any upcoming charges. This step serves as a test to ensure that the new payment method is properly set up and functional.
Conclusion
By following the steps outlined in this guide, you should be able to resolve issues where your payment fails to go through due to token mismatches or other related issues with our payment gateways. Remember to periodically review and update your payment information to maintain smooth and uninterrupted service. If you encounter any further difficulties or require assistance, please don't hesitate to reach out to our billing department for personalized assistance.
