What do I do if my invoice recurring payment is declined?

If our automated billing results in your payment card being declined for any reason, our system will send an email to let you know. At this point you should login to your Customer Portal account and make a manual payment online, your card details will automatically be updated in the system and used for future renewals unless you check the option not to store these details.

If you attempt a manual payment and it fails please check the following:

Check your address in the billing system, ensure this matches the address as shown on your Credit/Debit Card statement as this is important for bank security checks

  1. When entering your card number, type it as one string without spaces. For example it may show the card number as 4700 0000 1111 2222 but you need to enter it as 4700000011112222
  2. If your card has a CV2/CVV number, please ensure that you enter it. You will find this on the reverse of your card on the signature strip; it is the last three numbers
  3. Enter the card issue number exactly as it appears on your card. For example if your card has the issue printed as 3 enter it as just 3, not 03. If your card has no issue number then leave this blank
  4. Ensure you select the correct card type to match your card from the drop down list, for example Visa Debit cards should select Visa Debit and not Visa

If you have checked all of the above and are still having problems, please contact your card issuer as they maybe blocking the transaction.

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