Troubleshoot Declined Automatic Payments
Understand Alert Messages
Alert messages explain why your credit or debit card payment failed.
- At the top of your account page, find the alert banner.
- Click the alert banner to view details about the issue.
Many payment issues can be fixed by following the steps in the alert. If the alert says you have an outstanding balance, you must pay the full amount due to restore automatic payments.
Common Reasons for Declined Payments
Automatic payments can be declined for several reasons. Review the sections below to find the most common causes and what to do next.
- Credit limit or single charge limit reached: Your card may be at its daily limit, total limit, or single-charge limit. You can:
- Ask your bank to increase your credit limit
- Add a new card with a higher limit and set it as your primary payment method
- Maximum number of charges reached: Your card may have a limit on how many transactions it allows in a certain time period. You can:
- Make a payment with a different credit card
- Contact your bank to increase the allowed number of transactions
- Online transactions or automated billing are not allowed: Some cards block these types of charges. You can:
- Contact your bank to enable online charges from GFiber or confirm whether automated billing is allowed
- Change your primary payment method if your bank cannot enable online transactions
- Payment method cannot be used: If you see this alert, your bank has blocked future charges from GFiber. You’ll need to add a new payment method and remove the blocked card from your account.
Sign in to your GFiber account or open the GFiber App and check your payment details. Common issues include:
Incorrect expiration date
- In the Billing Info section, click Manage Payments.
- Click Manage Payment Methods.
- Find the card and click Edit.
- Update the expiration date and click Save.
Incorrect card number
- In the Billing Info section, click Manage Payments.
- Click Manage Payment Methods.
- Add a new card with the correct number.
- Set the new card as your primary payment method.
Incorrect billing address or phone number
- In your account page, click Manage Profile.
- Update your billing address or phone number so it matches your card records.
How to Ensure Uninterrupted Service
If your credit or debit card payment is declined, your account becomes delinquent. We know this is frustrating, and we want to help you stay connected. If you do not pay the full outstanding balance within 40 days, your service may be suspended. Learn how to pay your outstanding balance.
To help prevent future service interruptions you can add a secondary payment method. If your primary payment method fails, we’ll attempt to charge your backup to keep your service active without delays.