Questions on payment issues and errors learn more.
Payment processing issues
Why does the status of my payment indicate "pending"?
Your payment status will display pending if you made your payment when our billing system was offline for maintenance. We’ll process your payment within 48 hours. Once your payment is processed (successfully or unsuccessfully), you’ll receive an email letting you know the status of your payment.
What should I do if I get an error when I try to make a payment?
A payment error could be caused by your credit card or happen because we were unable to process your payment due to system maintenance. Please try our other payment options or try again later.
To avoid making multiple payments—before you try again, please check your payment history* to confirm that your initial payment didn’t go through.
To check your payment history:
- Sign in to My Account.
- Under Account Balance, select Payment History.
* Your payment history may take up to 1 business day to update.
What happens if my Automatic Payment through my Bank is declined?
If the payment from your bank account is unsuccessful (example, you don’t have sufficient funds in your bank account), you’ll receive a Returned Payment Charge.*
If a bank error has occurred, please contact your bank for assistance.
If you recently opened a new bank account, remember to update your automatic payment information in My Account.
* The Returned Payment Charge isn’t applicable to residents of Québec.
What happens if my Automatic Payment through my credit card isn’t processed?
If your pre-authorized credit card payment is unsuccessful, you’ll receive a Returned Payment Charge.* To avoid this from happening, make sure the credit card information for your automatic payment method in My Account is up to date.
If you recently changed your credit card, remember to update your automatic payment information in My Account.
*The Returned Payment Charge isn’t applicable to residents of Québec.