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What should I do if a service payment fails?

Read the red message, check your wallet, wait a few minutes, and try again. Contact support if it keeps happening.

Written By GovPreneurs

Last updated 21 days ago

If a payment fails, the panel shows this message: "We could not charge your wallet — no payment was taken and you have not been enrolled. Please try again, and contact us if it keeps happening."

This message does not mean that you owe money. It does not mean that your wallet is empty. The team gets no payment, and the service is not bought.

Check these causes in order

  1. The terms box is empty. The panel says: "Tick the terms box to continue." Select the terms box. Click Confirm and pay again.
  2. Your wallet is short. The panel then shows Add money to your wallet, not the failed message. See Why is my wallet balance too low for this call or service?.
  3. Your wallet balance changed. The panel says: "Your wallet balance changed. Please try again." Click Confirm and pay again.
  4. The wallet could not take the payment. Wait a few minutes. Click Confirm and pay again.
  5. A session problem. If the panel asks you to refresh, refresh the page. Then try again.

Before you try again

Open Usage History on your Success Center home. Check that the service does not show as bought. This stops a second payment for the same service. See Where do I see my wallet balance and usage history?.

What you see when it works

The panel says "Your payment is done." or "You're enrolled in" and the service name.

💬 Still not working? Click Need Help? Click Here at the top of the member portal. Tell us the service name, the time, and the exact message. See What should I send support when a check, booking, or payment fails?.

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