Having trouble making my bill payment on app

[MrsKay]

Hello,

I am due to make my payment for my mobile today. I have the money in my bank account. I go through the app no bother and choose the card to make the payment from, it takes the payment from my bank account but within a minute the payment is returned to my bank.

This has happened once before and I ended up with a late payment fee even though it was not my fault.

The last time this happened I ended up ringing up the call centre and I could do that today but I don't have a lot of time to wait on the phone.

Does anyone know what is causing this? it work fine last month .

Appreciate any help, MrsKay

[Katie_B]

Hi @MrsKay. 

Thanks for coming here. 

Are you able to try making your payment online rather than on the app?

Do you receive any security texts from your bank?

Katie

[MrsKay]

I have managed to make my payment by ringing 150 but I can't understand
what the problem is with the app.

[Katie_B]

Thanks for letting us know. 

Do you have the latest version of the app @MrsKay?

Katie

[MrsKay]

I update it every time it comes up on play store.

[Katie_B]

If this happens again please come back and let us know @MrsKay. 

Katie