A failed payment does not charge you anything and does not complete the purchase. What you do next depends on which part of the site it happened in, and in every case there is a button to try again rather than a form to fill in twice.
A class enrolment
Open Enrolments from the dashboard. A group that did not go through sits under Payment Failed with a Retry Payment button. That takes you to a short page headed Complete Your Enrolment where you can pay by card or switch to PayID, without redoing the wizard.
Retry as soon as you can. Your child's spot is held while the payment is pending, but the hold expires, and if the class filled in the meantime the retry page will tell you so rather than taking your money.
A bank debit that fails after checkout
A direct debit is confirmed a few business days after you authorise it, so it can fail after the checkout screen looked successful. If that happens you are emailed, and the enrolment moves to Payment Failed on the same page, ready to retry.
A 1-on-1 tutoring booking
If the card payment on the Pay step does not go through, nothing is charged and no session is held. Go back to the booking page and try again, with the same card or a different one.
A bundle top up
Nothing is charged and nothing is added to your account. Start the purchase again from Test bundles.
Common causes
- Not enough in the account, or a daily card limit reached.
- An expired card, or a mistyped BSB or account number.
- The bank blocking an unfamiliar charge, which usually clears once you approve it in your banking app.
- Leaving the payment page open too long, so the checkout session expired.
If the same method keeps failing, try the other one on the page. If none of them work, contact the team through the contact page before the hold expires and we will hold the spot while it is sorted out.