Forum Discussion

Npfairy's avatar
Npfairy
Tuning in
2 years ago

Online payment not working

I've been trying to pay my bill online but it won't let me scroll down to press the button to confirm that I have confirmed the payment in my banking app. It's been like this for months now and I end up needing to call up to complete the payment. Can something be done to fix this please?

Online payment not working
  • Reece_MH's avatar
    Reece_MH
    Forum Team (Retired)
    2 years ago

    Hi Npfairy 👋

    Thanks for posting, and a warm welcome to the Community Forums.

    I'm sorry to hear you're having issues when attempting to make a payment online. We're not aware of any website issues that are preventing the confirmation button from being pressed, or preventing any scrolling. 

    Can you confirm the current device you're using? Have you tried to use a different browser or device? 

    Thanks,

    • Npfairy's avatar
      Npfairy
      Tuning in
      2 years ago

      I've tried on my phone, through the app and through Google chrome on my pc. None of the options will allow me to access the confirm button.

      • Reece_MH's avatar
        Reece_MH
        Forum Team (Retired)
        2 years ago

        Thanks for confirming that, Npfairy.

        What happens when you attempt to scroll/click the button? Do you see any error messages? I've tried to reproduce the error on my side, but have been unable to. Can you provide us with a step-by-step process that leads to this issue?

        Thanks,

    • BobbyBruff's avatar
      BobbyBruff
      Joining in
      3 months ago

      This isn't a browser issue or user error... This is an issue with the service. I've tried various browsers and they're all exactly the same. Scroll down as far as you can but the confirmation button is hidden. 

      • Lee_R's avatar
        Lee_R
        Forum Team
        3 months ago

        Hi BobbyBruff thanks for posting and welcome back to our community.

        Sorry to hear you've been unable to make an online payment. Is this occurring in both our app and the website itself? We'll investigate on your behalf. In the meantime, is one of our other payment options a possibility at all? You can find all the options here.

        Regards

        Lee_R

  • fosterlp's avatar
    fosterlp
    Settling in
    8 months ago

    I have had the same problem for more than two years! My details were updated and password reset several times, i

    including only a few weeks ago  and I still cannot pay on-line. The page is frozen.

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      8 months ago

      Hi there fosterlp 

      Thank you so much for your post and welcome to the community forums, it's great to have you here. 

      I am so sorry that you have faced this issue with your service and thank you again for posting. Can I ask if you are unable to make payments on the app or by using the web page? 

    • newapollo's avatar
      newapollo
      Very Insightful Person
      8 months ago

      Hi fosterlp 

      Have you tried a different browser?

      If using the same browser it may be that the page is stored in the browsers cache and so keeps showing the same error or freezing.  Try clearing the browsers cache.

      You could also try opening a private/incognito window.

      • fastboy's avatar
        fastboy
        On our wavelength
        6 months ago

        having the same problem,tried 3 browsers,tablet and phone..a solution was press tab and enter when on the vm payment page to confirm payment..otherwise there is no option to conform and payment fails,this needs sorting.