Encountering a payment error can be frustrating, but most transaction failures can be resolved with a few quick checks. If your payment was unsuccessful, use this guide to identify the issue and update your account status.
Step 1: Audit Your Payment Details
Before attempting the transaction again, run through this quick checklist to ensure everything is accurate:
Card Information: Double-check that the card number, CVV, and expiration date were typed correctly.
Billing Address: Ensure the billing postcode and details match the records held by your bank.
Card Expiration: Verify that your chosen card or payment method has not expired.
Sufficient Funds: Confirm that your account balance or credit limit can comfortably accommodate the invoice total.
Once you have verified or updated these details, you can attempt to process the payment again directly from your Invoices page.
Scenario: Bank Shows the Charge, But Account Says "Unpaid"
It can be confusing to see a charge on your mobile banking app while your Vendor dashboard still flags the invoice as outstanding.
This usually happens because banks occasionally reserve funds temporarily before the transaction is fully processed and cleared through our payment gateway.
What to Do:
Wait a few business days: Give the banking networks a short window to complete the processing cycle.
Recheck your dashboard: Log back into your Vendor Dashboard after this brief period to verify if the status has automatically switched to "Paid."
Scenario: The Invoice is Still Showing as Unpaid After Several Days
If a few business days have passed, the money has definitively left your bank account, and your Vendor dashboard still shows an outstanding balance, our support team needs to take a look.
Please contact us and attach an official proof of payment. This allows us to manually track down your transaction and update your account immediately.
Accepted Forms of Proof:
A downloadable bank transfer confirmation document
An official payment gateway receipt
A clear screenshot of the completed transaction details from your online banking portal