topic Re: Payment error but payment taken in Contracts & Billing

Payment error but payment taken

Daxus13 — Thu, 30 Apr 2026 08:10:17 GMT

Tried my to pay my bill on the website this morning. Payment portal looks to have crashed before completing ( e.g. showed random error code and not the confirmation page) but it did took funds from my bank which currently show as pending.

Any suggestions?

Re: Payment error but payment taken

Peter_W — Thu, 30 Apr 2026 10:41:41 GMT

Good morning @Daxus13

Welcome to the Community!

If this payment is currently showing as pending, then the funds won't have been taken at our end, and should be released back to your bank within 5 working days.

If you speak with your bank directly it may be able to pull this back sooner, though.

In the meantime, it's worth giving our fast payment option a try which you can find here:

My EE - Make Anonymous Payment

If possible it's worth trying this from a different account or browser just to rule this out as being part of the issue, too.

Peter

Re: Payment error but payment taken

354- — Thu, 30 Apr 2026 16:44:45 GMT

@Peter_W That webpage says "This site is exceeding reCAPTCHA Enterprise free quota."

Re: Payment error but payment taken

Peter_W — Thu, 30 Apr 2026 17:49:17 GMT

@Daxus13 I've just have a test of this myself from multiple devices, and I'm having no issues.

It's worth giving a different device / browser a try if you haven't already, and if you can't try this I'd recommend clearing your browser's cookies and cache, too.

Peter

Re: Payment error but payment taken

354- — Thu, 30 Apr 2026 18:57:50 GMT

@Peter_W - Not a problem! Will ignore the reCAPTCHA notice!

Re: Payment error but payment taken

354- — Fri, 01 May 2026 13:16:23 GMT

@Peter_W the reCAPTCHA notice has cleared down!

Re: Payment error but payment taken

Peter_W — Fri, 01 May 2026 15:19:56 GMT

Thanks for the update, @354-

So is this now working for you?

Peter

Re: Payment error but payment taken

354- — Fri, 01 May 2026 15:35:54 GMT

@Peter_W - Yes the reCAPTCHA notice does not display anymore and the text notification saying ""This site is exceeding reCAPTCHA Enterprise free quota." with the hyperlink to enterprise billing. All clear.

Re: Payment error but payment taken

Peter_W — Fri, 01 May 2026 15:49:58 GMT

That's good!

Fingers crossed the original payment should be released back to your bank soon, too!

I don't imagine you'll face any further issues, but if you continued to have issues with your account from multiple devices moving forwards, I'd recommend reaching out to our team so we can make sure this is all set up as it should be from our end.

Peter