When a payment can't go through

Sometimes a charge you try to pay doesn't go through right away. This article explains the messages URBI shows and what each one means.

Who this is for: residents using the URBI app or portal.

Paying several charges at once

When you use Pay All to pay several charges together, URBI shows you a summary once it's done: how many charges were paid, and a line for each one telling you what happened.

Each charge lands in one of three states:

• Paid: the payment went through.
• Failed: the payment was attempted but didn't succeed. The summary includes a short, plain explanation of why (for example, a declined card or a payment method that needs attention).
• Not paid yet: the charge was approved for payment but hasn't been charged yet. This isn't a failure; it usually clears on its own shortly after.

If a charge failed, you can try paying it again on its own, or reach out to your property team if the same reason keeps coming up.

Paying with a card

If the card payment screen tells you card payments aren't set up for your property, that's expected: not every property offers card payment, and there's no need to retry. Use your bank account instead, or check your payment methods in your profile.

If instead you see a message about a temporary problem, that's a short-lived issue, usually resolved by trying again in a moment.

Still stuck?

If a payment keeps failing for the same reason, contact your property team through the app so they can look into it on their end.