Payment via the Customer Portal failed
The payment failure through the Customer portal may be due to several reasons as below:
1. Transaction failed due to incorrect card details, interrupted processing, a need to change payment method, or issues with Business-to-Business payment approval.
- When you cancel the transaction, you’ll be blocked for making the second attempt payment. This is because the transaction has been submitted to the payment gateway for processing. When you retry to make the payment, the button to proceed will be locked and the error will appear “This transaction is currently being processed. You can view it in Pending Transactions tab”
- If you wish to retry another payment, you may need to cancel the first pending transaction. To do so, you may refer to this guide: How to cancel pending payment in the Customer Portal
- Please check your bank account your bank account before making another attempt to avoid duplicate charges. Refunds, if needed, are subject to management approval.
2. Transaction failed due to a pop-up blocker enabled.
- When the pop-up blocker is enable, the transaction will not go through and the page will keep loading.
- Please ensure the pop-up blocker is disabled and retry to make the payment.
- If the payment button is locked, you may check your pending transactions tab and cancel the pending payment. Then, you may retry another attempt.
3. Payment page blank and loading after entering payment details
- If the page is loading after entering the payment details, it might still be processing the payment. Do not close or refresh the page until the payment processing is completed.
- If the page remains blank after 10 minutes, check your bank account or credit card status to confirm if the payment has been deducted. You may retry after 15-30 minutes after confirming the first payment attempt failed. If the page is loading before the payment gateway processing, it could be due to a network issue. In such cases, please report the issue to cs@ipserverone.com for further assistance.