Each lesson is charged to your saved card after it takes place. Sometimes the charge doesn't go through: your bank wants you to confirm it, or the card is declined. This article shows how to settle it.
1. How you'll know
Home: under Needs your attention, "Your … lesson needs paying", with the reason and the lesson's date. Select Pay now (1).
Lessons: a red line at the top, for example "5 payments haven't gone through (£225).", with Update payment method (1). A lesson your bank needs you to confirm shows Payment needed with Pay now under it.
Billing (from your name at the bottom of the menu): Lessons not yet paid for lists each one with Payment needed (1) and the reason, and a Pay now button (2).
2. Confirm the payment with your bank
Select Pay now. The Complete your payment page shows the tutor, subject, level, when the lesson was and the Amount.
If the reason is "Your bank needs you to confirm this payment.", select Confirm with my bank (1). Your bank may ask for a code or for you to approve it in your banking app.
When it's done, the page says "Thank you! Your payment has been processed."
To use a different card instead, select Pay another way (2). A card form opens in place of the bank button.
Continue at step 3.
3. Pay with another card
If your card was declined, or you chose Pay another way, the page shows a card form.
Enter the card details. They're held by Stripe, our payment provider.
Leave Use this for future lessons ticked to make this your saved card for your next lessons, or untick it to use it for this payment only.
Select Pay now.
If this card is declined too, the page says why, for example "Your card was declined." Try another card, or contact your bank.
4. Try the charge again from Billing
Some failed payments show Payment failed (1) on Billing, with the reason under it.
If you don't have a payment method we can charge, the row says Add a payment method to retry (2), or Update payment method to retry if your card has expired or needs saving again. Select it to go to Payment method at the top of Billing, and add or replace your card. See Add or replace your payment method.
Once you have a card we can charge (it shows Ready or Expires this month), the row has a Retry button (2). Fix the cause first, for example by adding money to the account, then select Retry.
If it works you see "Payment taken. Thank you." and the lesson moves to Recent payments. If your bank needs you, the message says to use Pay now.
Good to know
If the payment page says "Payment not found", the link belongs to a different account from the one you're signed in to. Select Sign in as someone else and sign in as the person who books the lessons, or Go to Home.
To stop it happening again, check your card on Billing. See Add or replace your payment method.
Questions about a payment? Email billing@tutorspot.co.uk.