Payment Not Processed
Use this article if your Load Manager subscription payment did not process, your account shows a billing notice, or you were contacted about an unpaid account balance.
What This Means
A payment can fail when the card on file is declined, expired, replaced, blocked by the bank, or missing required billing information. When this happens, your account may show a payment notice until the billing issue is resolved.
What to Do First
Screen cue: include your company code when contacting support about account billing or payment access.
- Confirm that the billing contact for your company is aware of the failed payment.
- Check whether the card or payment method on file is still active.
- Contact your bank or card provider if the payment should have been approved but was declined.
- Contact Load Manager support or billing so we can help update the payment method or retry the payment.
Information to Have Ready
Screen cue: do not include payment-card details in support messages; provide account and invoice context only.
To help us locate the correct account, please include:
- Your company name.
- Your Load Manager company code, if you know it.
- The name and email address of the billing contact.
- A brief note that your subscription payment did not process.
Do not send full credit card numbers, bank account numbers, or other sensitive payment details through a support ticket or email.
If You Cannot Log In
If a billing issue is affecting your access, contact Load Manager support for help. Include your company name and company code so we can find the correct account quickly.
If you can still access Load Manager, you can find your company code in the header after logging in. It appears as Code/User.
After the Payment Is Updated
After the payment method is corrected or the payment is processed, your account access and billing notice can be reviewed by Load Manager support. If you still see a notice after the payment has been resolved, contact support so we can confirm the account status.