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Why was my payment declined?

Common reasons for payment problems

We use the payment details on your account to process your payment on or around the same day each month. If we got in touch to let you know a payment didn’t go through, it might be because:

  • There weren’t enough funds in your account

  • Your payment details are out of date

  • Your bank account’s been blocked

  • We couldn’t find any payment information on your account

What to do if your payment’s declined

We’ll normally try to process your payment again in the days after your usual payment day. If you’re not sure why the initial payment didn’t work, be sure to check the following:

  1. That your payment information is linked to your Belong account. To do this, log into My Account > Manage mobile/internet > View and update payment method. There should be a bank account or credit card in the ‘Current payment method’ section.

  2. That your payment information is up to date. To do this, log into My Account > Manage mobile/internet > View and update payment method and make sure the payment information at the top of the page is for an active bank account or credit card.

  3. That there’s enough money in the bank account/on the card that’s linked to your Belong account.

  4. That your bank hasn’t blocked transactions on the bank account or card that’s linked to your Belong account.

If everything looks right to you, get in touch with your bank to see if there’s a bigger issue at play.

How to add or change your payment method

To add/update the payment method for your Belong service:

  1. Log into My Account

  2. Select ‘Manage mobile’ or ‘Manage internet’

  3. Select ‘View and update payment method’

  4. Add your details in the ‘Update payment method’ box

  5. Select ‘Confirm payment method’

Need help paying your bill?

If you’re not in a position to pay a bill, please get in touch, as unpaid bills can lead to suspension or disconnection. We have a range of payment assistance options to take the pressure off if you’re experiencing financial hardship.

For more information, take a look at our payment assistance page. You can also get in touch with us on 1800 979 544 (Monday to Friday, 9am to 7pm), by using the ‘Let’s chat’ button in the bottom right-hand corner, or by emailing

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Call us on or go to the “Let’s chat” button at the bottom of your screen between 8am and 8pm (AEST), 7 days a week.