If you see a red banner on your dashboard, it indicates there has been a payment issue. Here's how to identify the cause and resolve it.
💡 Please note that once the red banner appears on your dashboard, payment reminders with all relevant information are also sent to your billing email address. For information on updating your payment reminder email, please visit this article.
Steps to Identify the Issue
Navigate to the billing section
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- Click on your company name in the lower left corner, and select the Billing section
- Here, you can find all your invoices and their statuses:
Review your invoices
If there is an overdue invoice, it will be shown as Open. Click on the three dots to the right of the invoice status to open and review the invoice
Check your current payment method
The steps to process your payment will vary on your payment method, so make sure to check what your current payment method is.
My current payment method is credit card
Common causes for payment failure
- The payment failed due to insufficient funds
- The expiration date has passed
- The daily/weekly/monthly spending limit has been exceeded
Common solutions to process the payment
- Contact your bank and make sure payment will go through
- Update your credit card information by following the steps outlined in this article
- Once your credit card details are updated, the payment for all the open invoices will process automatically, and the red banner will be removed/your service will be reinstated within 15 minutes. If the issue persists, please raise a ticket with the billing team here
- If the payment didn't process due to insufficient funds and funds have been added, if the red banner isn't removed within 15 minutes, please submit a ticket to the Billing Support team here
My current payment method is direct debit
Common causes for payment failure
- The payment failed due to insufficient funds
- The mandate was cancelled/deactivated
- The daily/weekly/monthly spending limit has been exceeded
Common solutions to process the payment
- Contact your bank and make sure payment will go through
- The payment will retry automatically within a few days.
- Please submit a ticket to the Billing Support team to confirm that you've taken the necessary actions and avoid a deactivation here
My current payment method is bank transfer
Common causes for payment failure
- The payment hasn't been processed yet
- The payment has been sent but not received yet
- The payment was sent to an incorrect bank account
Common solutions to process the payment
- Check if the bank details matches Aircall's bank details on your invoice
- It can take a few days for us to receive and register your payment
- If the invoice remains Open despite issuing the payment a few days ago, please submit a ticket to the Billing Support team here and share an official proof of payment. Please refer to this article on What is a valid proof of payment?
Helpful articles for resolving payment issues
- What is the valid proof of payment?
- Supported Payment Methods
- Updating your Credit Card details
- Managing your Payment Method
- Setting up your Direct Debit payment
- How can I get my Statement of Account?
By following these steps and using the resources provided, you should be able to resolve any payment issues and remove the red banner from your dashboard. If you continue to experience problems, do not hesitate to reach out to our support team for assistance.