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Recurring card payments might fail
Recurring card payments might fail

Sometimes automatic card payment might fail, we want to give you a heads-up in case you receive an unexpected Payment Notification from us.

Updated over a week ago

Why might your payment fail?

If your recurring payment was set up recently, there is a good chance it will work. However if you have a long-standing recurring payment, it will likely be rejected.

It could be for other reasons, but at this time will most likely be due to the regulation for stronger security measures on payment authentication. This European regulation has been around for a while, but became compulsory in the EU on 1st Jan, 2021. (to be compulsory in the UK from September 2021).

What to do?

If you receive a Payment Notification ticket:

  1. Log into your account and click the Pay Now button in the banner at the top of the screen.

  2. Follow through and re-enter your card details.

  3. WAIT till you see the authentication pop-up.

  4. Authorise the payment on your banking app.

  5. You should get a “successful payment” pop-up on the system screen.

  6. You will receive your invoice by email.

If you encounter any problems with this process, please add a comment to your Payment Notification ticket, or start a Live Chat from the icon at the bottom-right of the system screen.

Though PSD2/SCA is the current most common reason for payment failures, see this link for other possible failure reasons.

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