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 the amount you submitted to your provider is significantly higher than your Flex estimate, we'll pause your payment so you can confirm the new amount first — it isn't canceled right away.
If you do not confirm the bill amount by the deadline provided in the app, the payment submitted to your service provider using the Flex provided bank account will be canceled.
The payment submitted to your service provider will also be cancelled if you do not successfully complete your 1st payment to Flex.
If the payment is canceled 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 virtual card
If your 1st payment fails after you've used the Flex provided virtual card, your bill payment is canceled. Update your payment method on file or make sure you have funds available, then go back to the Bills tab and tap Pay with Flex to restart.
If your bill payment was declined at your service provider's website after your virtual 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.