If the customer experiences problems with making credit card payments on their online account, please refer them to Account Helpdesk (via the Help section in their online account, the journey is described here).
Make sure the customer provides the following information to ensure their query is resolved in the quickest way:
- A full step-by-step description of the journey they take to make the payment
- Any relevant screenshots
- Details of any error messages
- The type of card that they are using (e.g. Visa, Mastercard).
NOTE: It may also be worthwhile to ask the customer to also check with their card issuer/bank if there are any issues on their end, if the card has sufficient coverage and is also active for online payments.