Failed, Pending or Duplicate Payments
Compare the invoice, payment receipt and bank record before retrying a charge. Find what to check for declined, pending or apparently duplicate payments.
Check the existing payment first
- Select the correct business location and open Settings → Billing.
- In Invoices, find the invoice and check its number, amount and status.
- Open Payments made and look for the corresponding payment by date, amount and invoice.
- Open the payment details when available. Compare the Payment state, reference and Applied to invoice information with your records.
Do not submit another payment while the result of the first attempt is unclear. Auto-Pay or another person on your team may already have started a payment.
If the payment was declined or failed
- Read the displayed error and confirm that there is no successful payment for the same invoice.
- For a card, check its expiration, billing ZIP and whether the issuer has replaced or restricted it.
- Ask your bank about a decline, available funds or a security block. Zonitel cannot remove an issuer’s restriction.
- If the method must be replaced, follow Managing Payment Methods and check the method selected for Auto-Pay separately.
Once the cause is corrected and the original attempt is confirmed unsuccessful, submit one payment and check its result. Saving a replacement card does not itself pay an outstanding invoice.
If the payment is pending
A pending entry is not the same as a confirmed payment or a confirmed failure. Card authorizations and bank payments can remain in processing. Check whether the bank entry is pending or posted and whether Office shows a completed payment.
Keep the reference and ask support to check the transaction if its state is unclear or the invoice is still due. Processing and release times depend on the payment method and bank; do not assume a fixed deadline or repeat the payment just because an update is not immediate.
If you see two similar charges
- Compare the invoice numbers, amounts, dates and payment references.
- Check whether one bank entry is pending and the other posted, or whether both are posted.
- Check phone invoices, AI Wallet billing history and Group Messages order history to identify the purchase behind each amount.
- If two completed payments appear to cover the same invoice, contact support with both references for reconciliation.
Two equal amounts alone do not prove a duplicate. Do not assume a refund has been issued until the team confirms the outcome.
If the bank shows a charge but the invoice is unpaid
Compare the payment’s Applied to invoice section with the invoice you are reviewing. Confirm the selected location and check the receipt’s payment state. Ask support to trace the payment if the records disagree; avoid another charge while it is being checked.
For help reading these documents, see Understanding Your Invoice. For recurring settings, see How to Set Up and Manage Auto-Pay. Turning Auto-Pay off does not confirm that an already-started payment was cancelled.
Information that helps support investigate
Include the business/location, invoice number, payment reference, date and time, amount, the exact message shown, and whether the bank lists the entry as pending or posted. If you send a screenshot, show only the relevant transaction and hide full card or bank account numbers, CVV, passwords and unrelated activity.
Call, text or WhatsApp (833) 966-4835, or email info@zonitel.com.