Why is there a failed payment on my account?

Question:

Why is there a failed payment on my account?

Answer:

If you have received an automated email informing you of a failed payment, or of a suspension on your account, it may be due to one of the reasons listed below:

Reasons for a failed payment notice include:

1. Your credit card was declined due to your bank putting a fraud alert on your card.

This can happen at any point in your payment plan. Sometimes a few payments are successful and then out of nowhere there's a fraud alert. If this is the case please contact the bank that issued your card and make sure that they are not holding funds from processing. Once you've made sure you have funds please contact us to get your payments caught up.

2. You had insufficient funds in your account.

After 3 failed attempts on your card, the payment will stop running and your account becomes delinquent in which case your program will be canceled. Once you have sufficient funds in your account, please contact us so that we can restore access to your program and update your account.

3. Your card on file is expired or your information does not match.

If this is the case you will need to add a new card to your account by heading over to the accounts billing page from the members portal. 

Please make sure your billing information is entered correctly including your name, address, and phone number. This is especially important when you are adding a new card to your account. 

For more information on how to update your payment information correctly please see:

•  Change or update payment information.

If you have any further questions or think there's an error on your invoice, don't hesitate to reach out to the support team at [e-mail] or [phone]