If your payment doesn't go through

Symptom: you tried to pay and either it was declined, the page errored, or your card was charged but the balance still shows as owed.

First: don't pay again yet

If money left your account, paying a second time usually creates a duplicate that has to be refunded — which takes considerably longer to sort out than waiting an hour.

Check your project page first. Payments normally post within a few minutes, but a slow response from the bank can delay it.

Most likely cause

The payment was interrupted before it finished. Closing the window, pressing back, or losing connection during processing can leave a payment in limbo — taken by the bank, not yet recorded against your project.

What to do: wait an hour, then check the project page again. If the balance is still showing and your bank shows a charge, contact the office handling your application with the date, amount, and last four digits of the card. Don't retry in the meantime.

Other causes

If you were charged twice

It happens, and it's fixable. Use the contact details on your portal to get in touch with:

• Your project or permit number
• Both charge dates and amounts
• The last four digits of the card or account

Refund timing depends on your bank as much as on the office — ask what to expect when you report it.

Still stuck

Contact the office, their published hours. Have your project number, the amount, the date and time you tried, and the exact error message if you saw one. Those five things usually resolve it on the first call.

If a deadline is involved, say so when you make contact. A payment failure that's outside your control is generally understood, but it helps to raise it early rather than after the date has passed.