This article explains what happens when your account payment fails, what it means when your account becomes past due or delinquent, and how to resolve any issues to avoid service disruption.
Important: If Your Account Is Currently Past Due
If your account remains past due for more than 7 days, it will be automatically suspended, and you will no longer be able to process transactions.
If your bank account details have changed, please contact us immediately to update your payment information.
What Does “Past Due” Mean?
An account is considered Past Due when a payment has not been successfully processed within the billing period.
- Your account is marked Past Due 3 days after the first failed payment.
- While your account is past due, you can still log in, but your account is at risk of suspension.
- If your account is not brought current within 14 days, it will be suspended, and you will no longer be able to process transactions.
What Does “Delinquent” Mean?
An account becomes Delinquent if the payment issue is not resolved after an extended period.
- Your account is marked Delinquent 14 days after the first failed payment.
- Once marked delinquent:
- You will be locked out of your account.
- You will be unable to process any transactions until the issue is fully resolved.
What Happens After a Failed Payment?
Here is what you can expect if your initial payment fails:
- Immediately After Failure
- A $25.00 return fee is applied to your account.
- After 3 Days
- Your account is marked Past Due.
- You will receive a notification about the issue and next steps.
- After 8 Days
- You will receive another reminder if the issue remains unresolved.
- After 14 Days
- Your account will be marked Delinquent.
- You will be locked out of your account and unable to access services.
How to Resolve a Failed Payment
If your payment fails, you will receive an Account Past Due Notification by email, which includes the reason for the failure. In many cases, this is due to a bank rejection error such as an incorrect routing or account number.
Common Bank Error Example
If your payment is returned with a code such as R03:No Account/Unable to Locate (or anything other than R01:Insufficient funds or R09:Uncollected Funds), this usually means there is an issue with the account or routing number you provided—such as:
- An extra or missing digit
- A mismatch between your account name and number
- An outdated bank account
In these cases, future payment attempts will be automatically blocked until the issue is resolved.
What You Should Do
To correct the issue and avoid additional fees or service disruption, please follow these steps:
1. Contact Your Bank
- Reach out to your bank and confirm the account and routing numbers provided for billing.
- Ask your bank to verify that there are no restrictions on ACH withdrawals or payment processing.
Your billing descriptor will appear as: Gateway Services Web Payment (corporate ID 4460522024). If needed, provide this name to your bank when verifying the transaction.
2. Contact Us
- Once the issue with your bank is resolved, contact our support team so we can lift the account block and assist in re-attempting the charge.
- If your banking information has changed, we will help you securely update your payment details.
3. We will Re-attempt the Charge
- Once we’ve confirmed that your account is cleared, we will re-attempt the payment to bring your account current.
Need Help?
If you have any questions or need assistance updating your billing information, please reach out to us directly. We’re here to help you restore your account and ensure uninterrupted access to your services.