What Should I Do If My Payment for an Hourly Contract Fails?
If a payment for your hourly contracts fails, goLance will notify you that there is an outstanding balance on your account.
The payment must be successfully processed so that the hours worked by your freelancers can be paid.
Why Did My Payment Fail?
A payment may fail for several reasons, including:
- Insufficient funds
- Your bank or card issuer declining the transaction
- Your payment provider blocking the charge
- An issue with your payment method
- A chargeback or other restriction affecting the transaction
If you are unsure why the payment failed, we recommend contacting your bank, card issuer, or payment provider first to confirm the reason.
How Do I Retry a Failed Payment?
When you sign in to your goLance client account, an Outstanding Balance notification will appear at the top of your homepage. The notification shows the amount due and includes a Retry button.
If the issue with your current payment method has already been resolved:
- Sign in to your goLance account.
- Locate the Outstanding Balance notification.
- Select Retry.
goLance will attempt to charge the payment method currently assigned to your company.
How Do I Pay With a Different Payment Method?
If you want to use a different card or bank account, you must first add the new payment method to your client account.
- Select Payments from the left-side menu.
- Open Payment Methods.
- Select Add Payment Method.
- Enter the required payment information and save the new method.
If you need to remove an old payment method, select the three-dot menu next to it and choose Remove.
Important: Adding a payment method to your personal client account does not automatically change the payment method used by your company. You must also assign the new payment method under your company’s Finance settings.
How Do I Update the Payment Method Used by My Company?
After adding the new payment method:
- Select My Companies from the left-side menu.
- Open the company associated with the outstanding balance.
- Select Finance from the company menu.
- Locate the Payment Method section.
- Select Edit.
- Choose the new payment method you previously added.
- Select Save.
The new payment method is now assigned to your company and will be used for future company charges.
Why Do I Need to Update the Payment Method in Two Places?
Personal account payment methods and company payment methods are managed separately.
Adding or changing a payment method under Payments → Payment Methods only updates the payment methods available on your personal client account.
Hourly contract payments are charged using the payment method selected under:
My Companies → Finance → Payment Method
Changing your personal account’s primary payment method does not automatically change the payment method assigned to your company.
How Do I Retry the Outstanding Balance With the New Payment Method?
Once the new payment method has been saved to your company:
- Return to your goLance homepage.
- Locate the Outstanding Balance notification.
- Select Retry.
goLance will now attempt to process the outstanding balance using the newly selected company payment method.
What Should I Do if the Payment Still Fails?
If the payment continues to fail after retrying or updating your payment method, contact your bank, card issuer, or payment provider to confirm that the transaction is not being declined or blocked.
If your payment provider confirms there is no issue on their side and you still cannot complete the payment, contact goLance Support through the support chatbot or email help@golance.com.
Need Help? We hope this guide was helpful! If you have questions or need additional assistance, please contact our support team through the goLance chatbot. Our team is happy to provide further guidance.