If a payment fails, there are a couple of reasons as to why:

  • Insufficient funds - If you do not have enough money in your account to cover a payment it will be declined by your bank.

  • Blocked by your bank - Occasionally banks block a charge until it is manually authorised by the card holder.

You will have to add funds to your account, call the bank to approve a charge, or you try a different payment card by visiting your payments tab.

What happens

If a payment fails for an 'Online Class', your tutor will not be paid and your account will have negative credit

You will also see a red banner on every tab of Spires warning you that you owe money.

*** You will not be able to take further classes until this balance is cleared and you are liable for the money owed ***

If payment fails for an 'Offline Class', your account will not go negative as no work has been completed, but your tutor will not start any work until you have successfully paid. You will need to follow the instructions below and then send another offline class request.

Try the payment again

Once you have either added funds to your account, called your bank to allow the payment, or changed your payment card, you can try to process the payment again by clicking on the green 'Pay Now' button.

On the following pop-up click the green 'Pay' button which shows the amount owed.

If the payment is successful, the negative balance is removed and you will be emailed a receipt for the transaction and can continue to have classes on Spires.

*** If failed payments are not made in a timely manner, Spires may seek a debt collection order against you ***

See the guide for more information on how payments work.

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