If a payment fails, you can usually retry the payment from your transactions page. Payments won't retry automatically, you must authorise the retry by following the steps below. This ensures you maintain full control over payment attempts.
How to Retry a Payment:
- Log in to your account.
- Navigate Payments > Transactions.
- Find the failed payment and select it.
- Click Retry payment
Why do I have to wait to retry?
When a payment fails, you must wait 1 hour before attempting to retry that payment. We recommend using this time to rectify any issues with your bank or card issuer before attempting to retry.
Why can't I retry my payment?
Not all payments can be retried. If you do not see Retry payment, you’ll need to create a new payment with updated details or use a different payment method.
You do not have permission: If you lack permissions to authorise payments, you’ll need an administrator, manager or the account owner to perform this action.
Issues with the payment method: Some declines, such as when an account is closed, a card is expired, or details are invalid, may not be retriable. Please link a new payment method or create a new payment.
Attempts exceeded: After three unsuccessful attempts to process a payment, you'll need to create a new payment with updated information or a new payment method.
Old payments: Payments over 90 days old cannot be retried. You'll need to create a new payment with updated information or a new payment method.
A note regarding payments made via our Xero integration:
You can retry payments imported from Xero using the original payment method using the process outlined above. If you wish to retry these payments with a different payment method and need to re-import them from Xero, please reach out to our support team. We can reset the payments in Xero, enabling you to re-import and process the payments using your preferred payment method.