How to Resolve Auto-Top Up or Payment Card Problems

If you are experiencing issues topping up your corporate account or if an automated payment has failed, don't worry. We will help you get your balance sorted so your drivers can stay on the move.

Follow these quick troubleshooting steps to get your payments flowing smoothly again.

1. Check for Pending Bank Transfers

Before changing your card details, check your account for any pending bank transfers that haven't cleared yet.

⚠️ Please note: A pending bank transfer will prevent your auto-top up from working. If you have an uncleared transfer sitting in your account, it temporarily pauses the automated payment gateway.

• The Quick Fix: Simply cancel the pending bank transfer on your dashboard. This will immediately unlock the system, allowing your regular auto-top up to resume or letting you make a manual card payment instead.

2. General Card Troubleshooting & Deleting an Old Card

If you don't have any pending transfers, make sure your primary payment card is active and valid:

• Log into your dashboard and double-check your card's expiry date and billing details.

• Important Note on Deleting Cards: Our system requires at least one payment method to be kept on file at all times. If you need to delete a failing or expired card, you must add a placeholder or new card first. Once the new card is saved to your account, the system will instantly allow you to remove the old one.

3. How to Reset Your Auto-Top Up

If your account balance still isn't topping up automatically as expected, a quick reset of the link usually clears the glitch. Follow these steps:

1. Deactivate and remove your current payment card (remember to add a placeholder card first if it's the only one on file!).

2. Re-add your primary payment card to the account.

3. Make a single manual payment to verify the card is working.

4. As soon as that manual payment successfully goes through, turn your Auto-Top Up toggle back on.

📞 Still having trouble?

If you have followed these steps and your payments are still hitting a snag, our dedicated team is here to investigate the billing gateway for you.

• Get in touch: Head over to our Corporate Support Page to submit a quick assistance ticket, and we will get your account topped up in no time!