Payments
If a payment fails, you can retry it from your Transactions page. Payments don't retry automatically — you stay in full control of every attempt.
How to retry a payment
- 1Log in to your account.
- 2Navigate to Payments > Transactions.
- 3Find the failed payment and select it.
- 4Click Retry payment.
Why do I have to wait before retrying?
After a failed payment, you must wait 1 hour before retrying. Use that time to resolve any issues with your bank or card issuer.
Why can't I see the Retry payment option?
Not all payments can be retried. If you don't see Retry payment, you'll need to create a new payment with updated details or a different payment method. Common reasons include:
- Insufficient permissions: An administrator, manager, or account owner will need to authorise the retry.
- Issues with the payment method: If the account is closed, card is expired, or details are invalid, the payment may not be retriable. Link a new payment method and create a new payment.
- Attempts exceeded: After three unsuccessful attempts, create a new payment with updated details or a new payment method.
- Payment is over 90 days old: Payments older than 90 days can't be retried. Create a new payment instead.
What about payments imported from Xero?
You can retry Xero-imported payments using the original payment method via the process above. To retry with a different payment method, you'll need to re-import the payment from Xero — contact us and we can reset the payment to allow re-import.