Troubleshooting Failed Payments

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Overview

If payments for your When I Work subscription are failing to go through, use this article to troubleshoot and correct the issue. Typically, payments fail due to incorrect card information or your bank preventing the charge.

Things to know before you begin

You must have account holder access privileges to be able to to access the Account & Billing page and update billing information.

Credit card is invalid or being declined

The app displays a “The credit card entered is invalid or being declined.” message at the top of the Billing Information window when there is a problem processing a payment using the billing information you provided.The credit card entered is invalid or being declined message

Solution: Contact your bank to make sure your payment is authorized. After your bank authorizes the payment to When I Work, update your billing information. Some common reasons banks decline charges include:

  • Payment exceeds available funds or purchase limit
  • Restrictions for online payments (such as software subscriptions)
  • Card has been reported as lost or stolen
  • Card has been put on fraud alert

Incorrect card number or information

The app displays a “Your card number is incorrect.” or “Payment failed because of invalid card information.” message at the top of the Billing Information window when the card information you provided is incorrect and cannot be used to process a payment.Your card number is incorrect message

Solution: Make sure you have the correct card and billing information, then update your billing information again. If necessary, contact your bank to make sure the information you have is correct.

Updated on April 19, 2018

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