If Flex is unable to process your 1st payment, action is required before your bill can move forward.
Why this happens
Common reasons include:
- Insufficient funds
- An expired or declined card
- A default payment method failure
- A temporary processing issue
You’ll see a notification in the Flex app and may also receive an email or push notification. The notification will include next steps and a deadline to resolve the issue.
How to fix it
You can:
- Update your payment method in the Flex app
- Retry your payment manually
- Wait for automatic retries
Your bill process will continue once your 1st payment is successfully completed.
What happens if the issue is not resolved?
The outcome depends on how your bill is paid.
If Flex handles your bill
Your bill will not be submitted to your service provider until your 1st payment is successfully processed.
To avoid service disruption, resolve the issue as soon as possible.
If you pay your bill using your Flex provided bank account
If your 1st payment to Flex is not successfully completed within 24 hours, the payment you submitted to your service provider using the Flex provided bank account will be canceled.
You’ll then need to pay your provider directly or retry submitting the bill with the Flex-provided bank account, ensuring you are ready to complete the 1st payment.
If you pay your bill using a Flex provided virtual card
If your 1st payment to Flex fails after you've submitted payment using the Flex provided virtual card, your bill payment is canceled. There are no automatic retries — you'll need to resolve the issue and restart the payment process.
To retry:
- Open the Flex app and check for any alerts or notifications.
- On the Bills tab, select your bill to view payment failure details.
- Update your card or make sure you have funds available.
- Tap Pay with Flex to restart the payment process.
Make sure to resolve the issue before your bill's due date to avoid potential late fees from your service provider.