What to do if your payment is declined

If your payment is declined, please submit another payment right away.

Whether we contacted you about a declined payment or you learn about it first, the first thing to do is to chat with us to tell us you're submitting another payment.

Next, choose how you'd like to submit your payment:

What to expect next

We charge a re-processing fee when a payment is declined. The fee varies from $10 to $25 per incident, depending on your location.

When a payment is declined, there's also a good chance that it will be late. In that case, you will also be charged a late fee, ranging from $5 to a percentage of the amount due.

If your bill gets too far past due, your service could get disconnected. To avoid any interruptions, contact us so we can help you get your account straightened out and make any necessary payment arrangements.

Reasons your payment may have been declined

The top three reasons payments don't go through are:

  1. Insufficient funds in the account
  2. Closed, canceled, or expired accounts
  3. Invalid account numbers

If you're not sure why your payment was declined, consider these questions.

Payment method: Possible problems: 
Credit or debit card 
  • Is the card number correct?
  • Have you reached your credit limit?
  • Has your card number changed?
  • Has your card expired?
  • Have you canceled the card? 

  • Is your account number correct?
  • Do you have enough money in the account?
  • Have you recently changed your name?
  • Did the account close before the payment was processed? 

  • Is your bank information complete?
  • Do you have enough money in the account?
  • Has your credit/debit card recently expired?
  • Is your billing address and phone number correct?
  • Have you recently changed banks/cards and need to update your account numbers?


Make one-time payments. No sign-in required.

Assistance Programs

Income-qualifying households can get federal and state assistance with phone and internet service. Learn more about these programs.

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