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ROBAT says ‘Your account is on hold because of a problem with your last payment’

If you get the following error message:

“Your account is on hold because of a problem with your last payment.”

It means ROBAT couldn’t process payment for your account. This could happen for several reasons:

 

  • The payment method might not have enough money.
    • Please note that other pending charges or authorizations can affect the available balance on your card.
  • The payment method has expired or is no longer valid.
  • Your financial institution did not approve the monthly charge.
  • The payment information given to ROBAT doesn’t match what your bank has on file.
  • US only: The credit card zip code on your ROBAT account does not match the one listed with your bank.

 

Follow these steps to fix the problem.

To get back to enjoying ROBAT, update or change your payment method.

 

You can retry the same payment method by re-entering your existing account information, or you can try a different payment option. ROBAT will also automatically retry failed payments periodically over the course of your billing cycle to help you get back to enjoying the service.

 

| Note: If you have successfully updated your payment method, but the error still shows on your TV or TV-connected device, try clicking Back or Refresh to refresh the system and go back to streaming.

 

If retrying your payment or trying a different payment option is unsuccessful, continue troubleshooting below.

  1. If you are still seeing this error after updating your payment method, you’ll need to reach out to your financial institution. Here are some questions you can ask to help determine why we are unable to process your payment:

     

    • Are there enough available funds to cover the charge from ROBAT?
    • For credit and debit cards, is the card still valid, or has the financial institution recently issued a replacement?
    • For credit and debit cards, can the card be used for recurring billing?
    • Does the card or account support e-commerce transactions?
    • Was the transaction processed as an international charge? Does your account support this?
    • Was the transaction declined for any security reasons?
    • Does your financial institution see the transaction attempt from ROBAT? Can they explain why it was declined?

     

    After you have investigated the issue with your financial institution, you can retry your payment on robattv.com. If you are still unable to make a payment after speaking with your financial institution, we suggest trying a different payment option.

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