In some situations, Flex may be unable to process your bill payment.
This can happen if:
- Your bill amount is outside the range Flex can cover
- A technical issue prevents payment submission
- A required payment to Flex was not successfully completed
What happens next
If Flex handles your bill
If your bill cannot be processed through Flex:
- Your 1st payment will be refunded
- You’ll receive a notification in the app and by email
- You’ll need to pay your service provider directly for that billing cycle
If you pay your bill using your Flex provided bank account
If your 1st payment to Flex was not successfully completed or the amount submitted was significantly different from your estimated amount, the payment submitted to your service provider using the Flex provided bank account will be canceled.
In that case, you’ll need to either retry submitting with your Flex provided bank account or pay your service provider directly.
If you plan to try again using the Flex provided bank account, make sure your estimated bill amount is up to date and that your payment method on file is valid.
Update your estimated bill amount | Update your payment method
If you pay your bill using your Flex provided debit card
If your 1st payment to Flex was not successfully completed, your virtual debit card will not be unlocked and you will be unable to submit your bill through Flex. You'll need to retry your 1st payment to gain access to your Flex card details or pay your service provider directly for that billing cycle.
If your bill payment was declined at your service provider's website after your virtual debit card was issued, learn more about why your bill payment attempt may be declined.
What this means for future bills
- If the issue was caused by a temporary technical problem, we’ll work to resolve it as quickly as possible and notify you once it’s been fixed. You can then use Flex again for a future bill.
- If your bill amount is outside Flex’s coverage range, you may not be eligible to split that specific bill.
- If your bill amount is typically within Flex’s normal range, you should be able to use Flex again in future billing cycles.