Unsuccessful Bill Payment Transactions
There are 3 ways to determine if your bill payment transaction on Bloc was unsuccessful:
You attempted to pay a bill, the dashboard returned "successful". You were debited the amount but not credited the bill.
In this case, please be patient as the amount will be reversed into your main balance within 24 hours and you can try paying the bill again. If this does not happen within 24 hours, please reach out to Support with the help widget at the bottom left of your screen or send a email to [email protected]. We typically respond within a few hours.
You made a bill payment, and the dashboard returned "unsuccessful", but you were debited.
Similarly to the first case scenario, we will reverse the amount into your main balance within 24 hours and you can try again. If this does not happen after 24 hours, please contact support.
Please note that when you reach out to get support for bills payment transactions that remain unsuccessful after 24 hours, we request for the transaction reference to track the transaction on our end.
To get the transaction reference of a bills payment transaction, Go to the Bills Payment page, search for the transaction in query, click the icon beside the reference tab to copy it to your clipboard and paste it in your support conversation.
You were debited for a bill payment transaction that you did not initiate.
Immediately you receive an email notification for a bills payment transaction you did not initiate, please log in to your dashboard and confirm if this transaction was carried out by a member of your team from your audit logs.
If you cannot confirm this, or you find it difficult to log in to your Bloc account, contact support immediately at [email protected]