I can’t make a payment

If you’re having trouble with making a payment, there could be a number of reasons behind this. Don’t worry, you’re in the right place, and we’re here to help.

First, try these quick steps:

• Double-check your card details are correct
• Ensure your card is still active and hasn’t expired
• Try a different payment method if you can
• Make sure you’ve completed your billing address in the payment process

If you’ve tried the first steps and the issue persists, try these options next:

• Refresh the web page. At the top of your browser, there should be a small ‘recycle’ shaped icon for you to click and reload your page.
• Log out of your account and back in again.
• Clear your browser’s cache – sometimes it just needs a little refresh to get things moving. To do this, go to your browser menu where there are usually three dots. Find where you can delete your browsing data. Make sure the box for ‘cache’ has been selected and choose to clear your history as far back as you can.
• Try switching to a different browser or device to see if that helps.

If everything looks fine but the payment still won’t go through, please let us know by clicking the link below and submitting a response to our survey on Google Forms.

Click here to quickly report your payment issue

Please note, this Google Form is to report payment-related issues only and should take less than 5 minutes to complete. For any other challenges, please contact our customer services team.