A payment may fail for a few common reasons, such as the card being expired, a temporary bank hold, or insufficient funds.
As a first step, please make sure your card on file is valid and has sufficient funds.
You can update your credit card on account any time by accessing Account > Payment > Edit card. At the time a charge is collected, we will always use your card on file.
Depending on the service you are using, follow the steps below.
Online Counselling
Once you have verified or updated your card, send a message in your existing Online Counselling chat. You can return to your chat by going to Services > Inbox and selecting your Online Counselling conversation.
Our Care team will be able to assist you by retrying the charge.
Please note that any outstanding balance must be paid before you can schedule your next paid session.
Health Panel
You can also update your credit card directly within the Health Panel intake if you receive an error message about your payment.
Scroll down to the Payment Method section and select your credit card. You can update the first and last name on the card or select the card number to enter a new credit card.
Save your updated card information and reconfirm your payment.
About out-of-pocket services
Access to out-of-pocket (paid) services depends on your coverage. Any services available to you will appear in the app.
You may also have access to similar services through your organization- or employer-sponsored coverage, so we recommend reviewing your available options before getting started.