If your bill payment was declined when using your Flex card, there are two common reasons this can happen. Check below to find what applies to your situation.
Your bill amount exceeded your card's spending limit
The Flex card has a spending limit based on the bill amount you confirmed in the Flex app when you started your payment. If the amount your service provider attempted to charge is higher than that limit, here's what to expect:
You'll see a prompt in the Flex app to review your bill amount.
- If you review and accept the new amount, you'll see your updated payment schedule and your bill payment will go through.
- If you don't review and accept it, your bill payment will be canceled. You'll need to update your estimated bill amount in the app and resubmit your payment to try again.
Your card was used at an unrecognized merchant
The Flex card can only be used at your approved service provider. If it was used — or attempted to be used — at a different merchant, the transaction will be declined.
What to do
Contact Flex Support and let us know what happened. We'll look into it and follow up with next steps.
Make sure you're using your virtual debit card details only on your service provider's website when paying your bill.
Still need help?
If you're not sure why your payment was declined, or if neither of the above applies, reach out to Flex Support and we'll take a look at your account.