Payment Issues & Solutions

Payment didn't go through? Don't worry - it happens and it's usually easy to fix.
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Quick fix options: The fastest way to resolve payment failures is to log into your customer portal and update your payment details. You might just need to refresh your card expiry date or update your direct debit information.
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Common reasons payments fail:

Card issues: Your card might have expired, been cancelled due to fraud concerns, or temporarily blocked by your bank's security systems. Check with your bank if you're unsure about your card status.
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Direct debit problems: Insufficient funds, closed accounts, or changes to your bank details can cause direct debit failures. Make sure your account has enough funds and that your bank details are current.
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Bank security measures: Sometimes banks temporarily block payments for security reasons. A quick call to your bank can usually resolve this and allow the payment to go through.
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How to update your payment details:

If your bill is overdue, you can pay quickly and securely using our One-Time PIN process.

​1. Call us from your mobile
- Use the number linked to your brsk account.
- If you are calling from a landline, you’ll be prompted to enter your mobile number.

- Listen for more machine prompts, Press 1 to receive SMS link.
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2. Get your PIN
- We’ll text a unique 4-digit PIN to your mobile.
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3. Enter your PIN on the call
- Type the PIN followed by the # key when prompted.
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4. Receive payment link
- Once verified, we’ll SMS you a secure payment link.
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​5. Make your payment
- Use the link to pay your overdue bill instantly.
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6. Service restored automatically
- If your account was suspended, it’ll be reactivated as soon as the payment is complete.

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Understanding the consequences and solutions when payments don't go through.
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Immediate steps we take: When a payment fails, we'll send you an email notification letting you know what happened. This gives you a chance to resolve the issue quickly before it affects your service via customer portal or OTP service.
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You'll have several days to update your payment details or resolve the issue before any service restrictions apply.
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If the issue isn't resolved: After multiple failed attempts and notifications, your service may be temporarily suspended . However, you can restore service immediately by making a payment through our customer portal, o emergency payment system.
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