Payment rejected

Issues with your payment? Here some common causes and solutions!

Updated over a week ago

Troubleshooting Payment Issues (for Clients)

We’re here to help if you’re encountering issues with your payment. This guide will help you troubleshoot common issues.

  1. Verify your payment information: Go to your settings and double-check that your billing information, including card number, expiration date, and CVV code, is accurate and matches the information on your bank statement.

  2. Update your payment method: If your current card is expired or invalid, remove it and add a new, valid payment method.

  3. Pay close attention to your zip code: A typo in your billing ZIP code can result in payment failures. Make sure it matches the ZIP code associated with your payment method, especially if you have recently moved and the bank may not have updated your ZIP code

Common errors and solutions:

  • Payment failed: This typically indicates an issue with your payment method. Update your payment information or add a new one.

  • Payment incomplete: Please finish verifying your bank account information.

  • Missing credit card information: Please add a payment method in settings.

Does Mentaya support HSA/FSA cards?

Yes! Mentaya can support HSA/FSA cards as long as your provider is using Mentaya to bill for your sessions, they are not supported if your provider is just using Mentaya for claims processing.

Additional tips:

  • Consider using a different payment method: If one card isn't working, try using another one to see if the issue persists.

If you've tried these steps and still encounter issues:

Take a screenshot of the error message you are receiving and contact [email protected].

Related questions: Why did my payment fail? Can I use HSA/FSA cards for payment?

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