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 how to authorize payment in eDesk.

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 Why do I need to authorize my payment?

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.

02 How to do it?

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.

Further Readings

To find out more reasons why your payment might have failed, click here.

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