Step-by-Step Guide to Resolving Payment Issues
If you're experiencing issues while trying to complete a payment for your pass or ride bundle, don’t worry—here’s a straightforward, step-by-step guide to help you troubleshoot and resolve any problems.
1. Double-Check Your Card Details
First and foremost, please make sure that all your card details are entered correctly. This includes:
Cardholder Name: Make sure your name matches exactly as it appears on your card.
Card Number: Double-check that you’ve entered the full 16-digit number correctly.
Expiry Date: Verify that the expiry date on your card matches what you’ve entered.
Security Code (CVV): This is the 3-digit number on the back of your card (or 4 digits on the front for American Express).
Billing Postcode: If your bank requires it, please ensure the billing postcode you entered matches the one on file with your bank.
2. Be Aware of Additional Bank Security Features
Some banks have extra security measures in place for online payments. These can include one-time passcodes, email or phone verification, or other authentication steps to ensure your legitimate payment.
If your bank requires additional authorisation to process the payment, you’ll typically be prompted to complete this step during the checkout process.
You must contact your card issuer for help if the authorisation doesn't work. They may need to approve the payment or adjust your settings.
3. Ensure Sufficient Funds Are Available
Next, check that your card has enough funds to complete the payment. This is an important step to confirm before you try again. If there’s insufficient balance, the payment will not be processed.
4. Watch Out for Error Messages
If an error message appears during the payment process, please look at what it says. It can give you a clue as to why the payment didn’t go through. Some common errors may include issues with your bank’s authorisation or problems with your card details.
5. Wait 15 Minutes Before Trying Again
If the payment fails, waiting at least 15 minutes before attempting to make another payment is essential. Sometimes, the system may have reserved the pass for your account in the background, and attempting to purchase again too soon may result in an error that says you already have the pass.
Why wait? The system needs a few minutes to update your account's status, and trying again too quickly can cause issues with your transaction.
6. Need Help? Contact Customer Care
If you’ve followed the steps above and are still encountering issues, our customer care team is here to assist you. Please complete this form; someone from our team will contact you, usually within 24 hours.