Why do I see 'Payment attempt failed' or 'Couldn't process the selected invoices' when trying to pay my bill?

Issue

Your invoice payment has not gone through and you are seeing a 'Payment attempt failed' or 'Couldn't process the selected invoices' message.

Resolution

These error messages indicate a rejection on the side of the credit card provider. Unfortunately we do not have any visibility into the reason for the decline. You will need to contact your bank for more information.

In our experience the issue is usually specific to the transaction and the card-issuing bank will need to investigate the cause—especially if the card has been used successfully for other purchases.

However, if the card used for payment is affiliated with one of the following banks, the payment failure message could be false.

  • Crédit du Nord
  • Banco Santander, S.A.
  • Banco Nacional de México, S.A
  • Santander Consumo, S.A. de C.V., SOFOM, E.R.

These banks have recently been experiencing issues with payment against our credit card gateway, and the issue is in the process of being resolved. If you experienced a payment failure when using a card affiliated with one of these banks, please try again in a few days, or create a support ticket referencing this article.

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