Try these nine things first
1
Check the method type matches the card
If you selected a bank account, use bank details. If you selected a card, use a card.
2
Check your name
Spelled as it appears on the card or account.
3
Check the billing address
Street number, apartment or unit, city, state, ZIP and country — all must match the address your
bank has for that card.
4
Check the routing and account numbers
Nine digits for the routing number. Both are on a check.
5
Check the card number
No spaces.
6
Check the security code
The CVV or CVC from the back of the card, or the front on American Express.
7
Check the expiration date
MM/YY, and not in the past.8
Ask your bank whether they blocked it
Banks routinely block payments they do not recognize. They can clear it in a moment, and they
will not do so unless you ask.
9
Try a different payment method
If everything above checks out, use another card or bank account.
When your bank is the one saying no
Three of the most common messages are not about your account with us at all. In each case we cannot release the payment from our side — your bank has to.When the card is not allowed on your account
Some accounts cannot be paid by credit card at all. The card networks treat these payments as debt repayment, and on those accounts the network permits a debit card but not a credit card. If that is your account, a credit card will decline however many times you try it, and there is nothing we can release from our side. Pay from a bank account or with a debit card instead. The same is true of an HSA or FSA card on an account that is not for a medical purchase. Your own list of methods is on the Make A Payment screen — see Accepted payment methods.If your payment is returned after it went through
A payment can look successful and then be returned unpaid by your bank days later. What happens next depends on why it came back.ACH return codes
If you paid from a bank account and it came back, your bank attached a return code to it. Ask them for the code — it is the fastest way to find out what to fix. Below are the codes a consumer payment actually comes back as.Codes that are not about your payment
The ACH network uses codes up to R85. The rest never apply to a payment you made to us — they cover paper check re-presentment, international transfers, federal benefit enrollment, and messages banks send each other about a return after the fact. If your bank quotes you a code outside the table above, contact us with the code and we will tell you what it means for your account.A $0.00 charge from us is normal
When you add a card we run a temporary $0.00 authorization, shown as UAS 8882332302, to confirm the details. It cancels automatically, usually within 3–5 business days. If it is still there after five business days, contact your bank — we have already canceled it.Error message reference
Find the message you saw. Anything marked contact us is something we need to fix from our side.Still stuck
Contact us
Have your Account Number and the exact wording of the message to hand.