A tuition payment didn't go through

This is for families paying tuition. If you're a director and it's your own Clear Day subscription that failed, see Manage your plan.

When an autopay charge fails, your school emails you. Clear Day retries the charge a few times. If every try fails, you also get a push notification, "Autopay couldn't complete," and tapping it opens Payment methods. The balance stays open until the cause is fixed.

Why it happens

• Expired card. The card on file is past its date.
• Insufficient funds. The account couldn't cover the charge that day.
• Bank decline. Some banks hold recurring or larger charges until you approve them. A call to the number on the back of the card usually clears it.
• Wrong details. A mistyped card number, billing zip or CVC.

Fix it

1. Open Payment methods and replace the card, or switch to a bank account. See Payment methods.
2. To change the autopay itself, open Autopay and select Manage on that enrollment. It opens your billing portal in your browser, already signed in. Manage appears once autopay is on for that enrollment.
3. Once a good card is on file, the next attempt can go through.

If you don't use autopay, you pay by hand, and this article doesn't apply. Ask your director for a receipt or invoice.

If it still won't clear

Check the card details against what your bank has on file, try a different card or a bank account, and ask your bank whether they're holding the charge. Still stuck? Email [email protected].