There are a few reasons a bill qube may not be working. Below are troubleshooting tips for both Virtual Bill Qubes and Merchant-Locked Bill Qubes.
Virtual Bill Qubes
Virtual Bill Qubes are the simpler of the two and easier to troubleshoot. A virtual bill qube has its own unique virtual debit card number as well as a unique account number for ACH payments. If a Virtual Bill Qube isn't working, double check that you have given the merchant the right card or account information and that the bill qube is funded. After that, the charge should be approved whenever it happens. Remember, the due date is only for reminders and has no impact on payment.
Merchant-Locked Bill Qubes
First, regardless of whether your Merchant-Locked Bill Qube is Variable or Fixed, you'll want to double check that the amount is set to match your bill exactly (to the penny!) for the first transaction using the bill qube. To verify this, go to the Bills Screen , and make sure the number listed under Bill Amount perfectly matches your bill amount that is scheduled to be withdrawn.
From there, make sure your qube is funded. From the same Bills Screen, double check that the number under Balance is equal to or more than the Bill Amount.
If your bill amount is correct and your qube is funded, click on the bill qube name, and then click the Settings icon in the upper right. Double check that the payment method (debit card or ACH withdrawal) matches what you have provided to the merchant. Remember, the due date is only for reminders and has no impact on payment.
After the first transaction goes through, Qube will lock the merchant ID (the company you're paying) with the bill qube, and your future bills will process seamlessly from then on, as long as the bill qube is funded. (Unfortunately, sometimes merchants change their backend name or ID without notice, and this can cause some transactions to be declined. Because of this, we developed Virtual Bill Qubes.)
If this bill qube has worked previously but is no longer working, try pausing and unpausing it, then try to process the bill again. To do this, click the name of the bill qube, tap the red envelope icon with the pause sign, and select Yes, Pause Payment. Repeat to un-pause.
Finally, if a payment is going through, but coming out of your Cloud or the wrong bill qube, then there is likely a merchant name-matching issue, and we recommend switching to a Virtual Bill Qube for this merchant.
Please note: If you created your Qube account after March 16, 2022, you will not see or have the option to create Merchant-Locked Bill Qubes. As of April 11, 2022, creating NEW Merchant-Locked Bill Qubes has been disabled for all users. Existing Merchant-Locked Qubes will continue to work until further notice.
If you're still having trouble with a bill qube not working, please contact Customer Service.