How to Resolve a Failed Payment
If your credit card payment to Chexy fails, you have until 9:00 PM EST on the same day the charge failed to resolve it. You can do this by signing into your dashboard and clicking the "Resolve Now" button displayed on your failed payment. This payment resolution window closes at 9:00 PM EST on your charge day, which is 3 business days before your payment due date.
Using a Different Card?
If you use a different card to resolve the failed payment, this card will automatically become your default card.
If you don't want to use this card for future payments, you can update your card once your blackout period ends after your payment due date.
Why Did My Payment Fail?
Here are the most common reasons for payment failures and how to resolve them:
1) Expired, Incorrect, or Outdated Card Information
Update your payment details or use a different card by clicking "Resolve Now" in your dashboard.
2) Insufficient Funds or Transaction Limit Reached
If you have resolved the issue with your bank and want to retry the charge on the same card, click "Resolve Now" in your dashboard or visit app.chexy.co/payments/restricted-update
If the issue persists, you can select a different card when resolving the payment.
3) Security Block from Your Issuing Bank
If your card is active, has sufficient available credit, and the information is correct, your bank may have blocked the charge for security reasons.
Contact your bank's fraud department and request that they lift any security blocks on the transaction.
Once the block is removed, go to your dashboard and click "Resolve Now" or visit app.chexy.co/payments/restricted-update to reprocess the payment.
Can I Re-Run a Payment That Didn't Go Through?
It depends on the status of your payment:
If the Payment Failed Before Being Sent
If the charge failed and the payment was never transmitted, you can:
Update your card in your dashboard
Re-initiate the payment from your dashboard
If the Payment Was Already Sent
If the payment was successfully transmitted through the banking network, it cannot be reversed and cannot be re-run. You'll need to either wait for confirmation from your payee that they received the funds, or create a new payment if another transfer is required.
If the Payment Is in a Blackout Period
If your payment is currently within the settlement window (blackout period), edits may not be possible. You may need to wait until processing is fully complete before taking any action.
What If I Miss the Resolution Window?
If you don't resolve the failed payment by 9:00 PM EST on your charge day, Chexy will be unable to process your payment for this month. You will need to arrange payment with your payee outside of Chexy. Your account remains active and we will attempt to charge your card next month as scheduled.
Can I Still Pay My Bill a Few Days Late?
If your payee is okay with receiving the payment later than scheduled, you can change your Payment Due Date.
Important considerations:
Payments are charged 4 business days before they are sent, meaning the earliest new payment date you can select will be at least 5 business days in the future.
You can only change your Payment Due Date once per month. If you adjust it to resolve the missed payment, you may not be able to change it back in time for next month's payment.
Before making this change, confirm with your payee that they are okay with the new timeline.