Failed payment

What you’ll need 

• A WiFi or mobile data connection 

• Your MyAccount login information 

• Your payment information  

• A smartphone, tablet, or desktop device 

Why payments can fail 

Here are the most common reasons a payment may not go through: 

ZIP code mismatch 

• Your billing ZIP code must exactly match the ZIP code your card issuer has on file. 

• If you recently moved or haven’t updated your billing address with your card issuer, your payment will continue to fail.  

Tip: Updating your address in your SmartLess Mobile account does not update it with your card issuer. Make sure your ZIP code is updated with your card issuer.  

Incorrect card information 

• If the card number, expiration date, CVV, or name on the card is entered incorrectly, the payment will fail. 

Insufficient funds or expired card 

• Transactions won’t complete if your card is expired or doesn’t have enough available balance. 

VPN usage 

• VPN’s can interfere with payment processing.  Try turning your VPN off and retrying. 

Bank or fraud protection block 

• Your bank or card issuer may block the payment for security reasons. Only your card issuer can provide details.  

 Accepted payment methods 

We accept:

• Apple Pay 

• Google Pay 

• Visa credit card 

• Visa Debit card  

• MasterCard credit card  

• MasterCard Debit card 

• American Express credit card 

• Discover credit card 

Not supported:

• Prepaid debit or credit cards 

• PayPal 

• ACH transfers 

• Cards issued outside the U.S. 

• SSI/SSI Direct Express Debit Card (Supplemental Security Income is not the same as Social Security) 

• SNAP/EBT  

• WIC EBT  

• TANF EBT 

• State specific or cash assistance or unemployment benefit cards  

• Health program cards provided by some Medicare or Medicaid plans 

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How to fix a failed payment 

Most payment issues can be resolved by updating your card information and trying again. 

Important! Only an Admin on the account can update the payment method in MyAccount or via the SmartLess Mobile app. The SmartLess Mobile team cannot make changes to payment information for you. 

Using the SmartLess Mobile App

1. Open the SmartLess Mobile app 

2. Login using your account email and password  

3. Complete the verification step 

4. Tap More 

5. Select Billing & Payment 

6. Tap Retry Payment or Edit Payment Method 

7. Update your card information 

8. Tap Save Changes and retry the payment

Using MyAccount

1. Go to MyAccount in your browser 

2. Login using your account email and password 

3. Complete the verification step 

4. Go to Dashboard 

5. Select Billing & Payment Information 

6. Select Retry Payment or Edit Payment Method 

7. Update your card details or add a new card 

8. Select Save Changes and confirm the payment 

What happens next  

If you already have active service: 

• 3-day grace period: You have three days to make your payment without losing service. 

• Service pause: After three days, service is paused until payment is successful. 

• Automatic reactivation: Service resumes automatically once your payment goes through.  

• Billing cycle reset: Your billing cycle resets to the date your successful payment is processed. 

If your payment still fails after updating your information, the fastest way to get answers is to contact your card issuer directly.