Usage Fee Failures

When a fee collection fails, you will experience a block on the Send to Signer step of your Billing Workflow and will no longer be able to sign billing documents. A Resolve fee issue task displays under the Administrative Tasks section of your Home page and a message about the failed fee collection displays on both the Usage Fees and My Organisation Profile pages.

Once you correct and update your payment information on the Banking Information section of the My Organization Profile page and the fee collection successfully processes, you can continue to use application uninterrupted.

Notes:

To correct your billing information:

  1. From the Usage fee collection failed dialogue box, select the Update Bank Information button.

    A Verify Identity dialogue box displays.

  2. In the Verify Identity dialogue box, choose how you want to receive your code for two-factor verification and select the Next button.
  3. Enter the verification code and select the Next button.

    The My Organisation Profile page and an Update Bank Information dialogue box display.

  4. In the dialogue box, select Close to access the My Organisation Profile page.
  5. From the My Organisation Profile page, update your credit card to pay your usage fee. Australia requires usage fees to be paid via credit card rather than by electronic funds transfer (EFT).
  6. Select Save Changes.

    A Retry Fee Payment dialogue box displays.

  7. From the Retry Fee Payment dialogue box, select the Retry Fee Payment button.
    • The application begins the fee collection process.
    • A block remains on your Billing Workflow at the Send to Signer step until the application successfully collects your fee payment.
    • You will see a Fee payment in progress dialogue box if you return to the Usage Fee page.
    • Once the application successfully collects your usage fee payment, you will see a Fee Payment Successful message displayed in blue on the Project Home page.