Sometimes it can happen that payment cannot be taken for your monthly/annual subscription and as a result, the service might get interrupted.

This help file will guide you through the various reasons why your payment would fail and what you can do to get it resolved as fast as possible.

Before you start

  • You’ll need an Admin login to eDesk to see payment details. If you don’t have an Admin login, you can request one from an Admin user within your business.

01 How do I know my payment failed?

If your payment failed with eDesk, you will receive an email from our Customer Success Team.

In this email, they'll inform you that we weren't able to take payment for your eDesk subscription and that we'll try again in the following days. Also, a red banner will appear at the top of your eDesk Mailbox to make you aware of it and encourage you to take action.

If your payment fails again in the next three business days, you'll receive a second email or sometimes our Customer Success Team will reach out to you on the phone.

After 14 days of failed payments, your eDesk account will then close and you'll need to enter your card details again directly on-screen to start using the service again.

02 Payment Not Authorized

We are aware that some banks are bringing in extra security checks in line with EU banking regulations (PSD2) which means they require customers to authenticate some transactions. We expect this to be a one-off event, and we understand it's frustrating but it is unfortunately outside of our control and will be more common for all credit card transactions in the future.

If you need to authorize your payment, please follow the simple instructions below:
  1. You will receive an email advising you that your subscription payment for eDesk failed as you need to authorize the payment.

  2. Whenever you log back into your eDesk account, there will be a banner across the top of the page to inform you that payment needs to be authorized. You will also see a clickable link that will take you to the payment receipt page.

  3. On the payment receipt page, there will be a Confirm Payment button next to the payment that needs authorization.

  4. When you click on this button, you will be redirected to Stripe Payment service (this is the payment provider for eDesk), where you will have to authorize the payment.

  5. If the payment has been authorized, you will be redirected back to eDesk with a Successfully Approved message and the payment will go through then.

  6. However if the payment authorization doesn't get approved or if the bank declines it, we would advise you to contact your bank directly for assistance.

Note: the Payment Confirmation request is valid for 23 hours only. If it expires or if the payment authorization fails, we would create a new charge for you to approve.

Once you have validated the payment it should not require further validation unless a change is made.

03 Other Common Reasons

In this final section, we'll look at other common reasons why your payment might fail with eDesk and how you can resolve it to ensure no interruption of the service.
  • Insufficient funds: this means that your account does not have enough money available to cover the payment. In this instance, you simply need to transfer funds to your account and the payment should go through just fine then.

  • Card expired: this means that the card you're using for this transaction is no longer usable because its expiration date has passed. An expired card would be rejected if you try to use it to make a purchase. You can easily consult your card expiry date on the front of it. In this instance, you'll need to add a brand new card to your eDesk account and the payment should go through just fine then.

  • Do not honor: this indicates that your bank will not validate the transaction and provide an authorization code. The most common reason for this is if your bank needs to authorize overseas payments. In this instance, you'll need to contact your bank directly and they should be able to help you. After that, the payment should go through just fine then.

Further Readings

To find out more about the Subscription page in eDesk, click here.

Interested in learning more about Payment History and how to retrieve your invoices? Click here.