Why did my payment of the balance fail, and how can I resolve this?

Apart from insufficient funds, there are several reasons why your payment could have failed. Here are the most common reasons and their solutions:

1. Expired Card:

   • Reason: The credit card linked to your account has expired.
   • Solution: Update your card details in your User Profile. Remove the old card first, then add a new card. Note that some financial institutions may still approve transactions with expired cards, so ensure your information is up-to-date.

2. Bank Fraud Rules Blocked the Transaction:

   • Reason: The transaction might have been flagged as fraudulent based on your location or previous transactions.
   • Solution: Contact your bank for more information and to resolve the issue.

3. Possible Lost or Stolen Card:

   • Reason: Your card might have been lost or stolen, and you might already have a replacement card. The card details linked to your Sherpa account are not updated.
   • Solution: Update your card details in your User Profile. Remove the old card first, then add a new card. If you did not lose your card, the card might have been reported as lost. Contact your bank for more information.

4. Invalid Transaction:

   • Reason: Your bank declined the transaction, typically because the card does not support this type of transaction (e.g., using an FSA debit card for a non-healthcare related purchase).
   • Solution: Contact your bank for more information and to resolve the issue.

5. PayPal:

   • Reason: If you are using PayPal instead of a credit card, there might be an issue with your PayPal account.
   • Solution: Contact PayPal to find out why the payment failed and resolve the issue.