Failed payments

In this article you will learn: why a payment may fail, what it means for your Bolt account and how to resolve it.

A failed payment means Stripe or your card issuer could not complete the charge. It does not immediately affect your Bolt internet service, and Bolt does not charge an NSF or failed-payment fee. Where authorized, Bolt may retry the payment.

Bolt will notify you when a payment fails and may retry the saved card. If you update your payment method, make sure the outstanding invoice is also paid or retried.

Why payments fail

Common reasons identified in Stripe’s card-decline guidance include:

• Insufficient funds or available credit
• An expired, replaced or cancelled card
• Incorrect card or billing information
• A security or fraud-prevention block
• Online or recurring payments not being permitted
• A temporary issue with the card issuer or payment network

Sometimes the card issuer does not provide Bolt with a specific reason for the decline.

What it means for your account

• The unpaid amount will remain outstanding on your account.
• One failed payment will not cause your service to be immediately suspended or disconnected.
• Bolt will not suspend service for non-payment unless the undisputed overdue balance is at least $50 and has been overdue for more than two months.
• Before suspension or disconnection, Bolt will provide at least 14 calendar days’ notice, followed by a final notice at least 24 hours beforehand where feasible.

How to resolve a failed payment

1. 1
   Sign in to your Bolt Customer Portal and open the Billing section.
2. 2
   Confirm that your payment information is correct and current.
3. 3
   Update your payment method if your card has expired, changed or been replaced.
4. 4
   Retry the payment or pay the outstanding balance using another accepted card.
5. 5
   If the payment continues to fail, contact your card issuer for more information.
6. 6
   If you believe the amount or payment status is incorrect, contact Bolt Support. We will investigate the issue and correct any verified error.

Bolt will not suspend or disconnect service for an amount that is genuinely disputed and being investigated, provided any undisputed amount is paid.

If service has been suspended for non-payment, Bolt will restore it as soon as reasonably possible after the issue is resolved and service remains available. There is no reconnection or reactivation fee.