Help CentreIf a payment fails, you can usually retry the payment from your transactions page.
How to Retry a Payment
- Log in to your account.
- Navigate to the Transactions page.
- 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.