Please note: This feature is available only in the United States.
There can be various reasons why a payment failed to process, such as reaching a payment limit. Review the payment in the Payment Activity section of your Expense Log to locate an Error or Failure reason.
1. Insufficient funds
Your payment may have failed if there were not enough funds available in your selected bank account.
- Double-check your account balance
- Confirm there are no restrictions or holds on your account
2. Unable to Retrieve Account Balance
If we encounter an issue communicating with your linked bank account to check your account balance, the payment might fail.
- Verify your bank account is linked. Try deleting and relinking your bank account before submitting another payment.
3. Issue with your OFWpay account
If your OFWpay account is pending, suspended, or otherwise restricted, payments will not go through.
- Check your OFWpay account status
- Contact Customer Support if you believe your account should be active
5. Issue with your co-parent’s OFWpay account
Payments can only be completed if both parents have active OFWpay accounts.
- If your co-parent’s account is not active or unable to receive payments, the transaction may fail
What to do next
- Review the reason provided in your payment history.
- Reach out your bank if needed.
If you’re still unable to complete your payment, please contact Customer Support for further assistance.