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
Your 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, the transaction will be declined.
What to do
Contact Flex Support so we can help. We'll work with you to adjust your spending limit to cover the correct bill amount. You may need to make an additional payment to Flex before your limit can be updated.
Once your limit has been updated, you can retry your payment using the same virtual debit card — you don't need to start the process over, as long as your card is still within its 24-hour activation window.
If your card has already expired, you'll need to start the payment process again in the Flex app.
Your card was used at an unrecognized merchant
Your 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.