A payment may fail for a variety of reasons, depending on your payment method, bank, or the payment gateway used to process the transaction. In most cases, the issue can be resolved quickly, allowing you to complete your order or pay your invoice successfully.
If your payment fails, your order or invoice will remain in an Unpaid status until a successful payment has been received and verified.
Common Reasons Why a Payment May Fail
- Insufficient funds in your account.
- Incorrect card or payment details.
- Your debit or credit card has expired.
- Your bank declined the transaction.
- Your card is not enabled for online or international payments.
- The payment was cancelled before it was completed.
- A temporary issue with the payment gateway.
- An unstable internet connection during the payment process.
- Your bank flagged the transaction for security reasons.
- The payment session expired before the transaction was completed.
How to Resolve a Failed Payment
Step 1 - Confirm that you have sufficient funds available.
Step 2 - Verify that all payment details entered are correct.
Step 3 - Ensure your card is active and authorised for online transactions.
Step 4 - Retry the payment from your SIRSTEVEHQ Client Area.
Step 5 - If the issue persists, try using a different payment method.
Step 6 - If your bank declined the transaction, contact your bank to confirm the reason before attempting another payment.
My Payment Was Successful, but My Invoice Is Still Unpaid
Sometimes a payment may be successfully processed by your bank, but your invoice may not be updated immediately due to processing or verification delays.
If this happens:
Step 1 - Wait a few minutes and refresh the invoice page.
Step 2 - Check your registered email address for a payment confirmation.
Step 3 - Log in to your SIRSTEVEHQ Client Area and verify whether the invoice status has changed.
Step 4 - If the invoice still shows as Unpaid after a reasonable period, submit a Support Ticket.
When contacting us, please include:
- Your invoice number.
- Your order number, if applicable.
- The payment method used.
- Your transaction or payment reference.
- Proof of payment or payment receipt, if available.
Our Sales Team will investigate the transaction and update your invoice once the payment has been confirmed.
Bank Transfer Payments
If you paid by bank transfer, your payment may not be reflected immediately. Bank transfers require manual verification before they are applied to your invoice.
To help us verify your payment quickly:
Step 1 - Ensure you transferred the correct amount.
Step 2 - Keep your payment receipt or transaction reference.
Step 3 - Submit a Support Ticket with your proof of payment if your invoice has not been updated after a reasonable period.
Important Information
- Do not make multiple payments for the same invoice unless you have confirmed that the previous payment was unsuccessful.
- Orders and services will only be activated after successful payment verification.
- If your payment fails repeatedly, try using another supported payment method or contact your bank for assistance.
- If your invoice reaches its due date before payment is received, your order or service may remain pending, become overdue, or be suspended, depending on the type of service.
If you continue to experience payment issues, please submit a Support Ticket. Our Sales Team will review your transaction, determine why the payment failed, and assist you in completing your payment successfully.
