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
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Navigate to the billing section
- 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:
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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
Common causes of the red banner
- Payment method is credit card, but the expiration date has passed
- Payment method is credit card, but the payment failed due to insufficient funds
- Payment method is direct debit, but the payment failed because the mandate has been deactivated
- Payment method is bank transfer, but the payment hasn’t been issued
- Payment method is bank transfer, but the payment was issued to the wrong bank account
Common solutions for payment issues
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Credit Card
- If your payment method is credit card and the payment failed, please 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 20 minutes. If the issue persists, please raise a ticket with the billing team here
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Direct Debit
- If your payment method is direct debit and the payment failed, and you are unsure of the reason, please submit a ticket to the Billing Support team here
- Bank Transfer
- If you have been approved for bank transfer and the invoice remains Open despite issuing the payment, 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.