Why My Bill Payment Transaction Fails?

Modified on Tue, 19 Dec 2023 at 02:16 AM

This article explains several reasons for Bill Payment transaction failures in Jack, which usually occur in case of issues with the system or banking partner. It also provides guidance on what to do when a Bill Payment fails, emphasizing the need to initiate an instant retry by Releaser without going through approval workflow again.


Table of Contents



Common Reason of a Failed Bill Payment Transaction

It's important to be aware of common problems that may arise that can result in a transaction failing. We have provided the best infrastructure to support you doing Bill Payment transactions seamlessly, but on a very rare occasion, issues with our banking partner might occur and cause your transaction to fail, such as:

  1. General error

  2. Unique reference number violation

  3. Identical request already processed before

  4. Bank balance disbursement validation failed

  5. Timeout error by bank

  6. Bank cannot authenticated request

  7. Payload validation failed


To read more about the reasons why your transaction failed, click here.


What to Do when a Bill Payment Failed

In the realm of digital transactions, it’s common to encounter the occasional hurdle when making Bill Payments. Have you found yourself in a situation where your Bill Payment failed? If so, you can retry your failed Bill Payment transaction swiftly without having to go through the approval process again. This ensures a quicker resolution for your failed transaction and faster money delivery to your recipient.  In this section, we will guide you through the process of retrying a failed Bill Payment transaction, including who can initiate the retry, under what conditions, and how to remind the right role to do so.

How to Retry a Failed Bill Payment Transaction on Jack Portal

Only Releaser who can retry failed Bill Payment in Jack Portal or Jack App. As a Releaser, you can follow these five steps to retry your failed Bill Payment transaction on Jack Portal:

  1. Go to the Transaction page to see which failed transaction you wish to retry. You can filter Type = Bill Payment and Status = Failed for quicker searching.

  1. Open the failed transaction, take a moment to review the details of the failed transaction, and see the failure reason. If you are certain to retry the transaction, click the Retry Transaction button at the bottom of the transaction details.


If there is no “Retry Transaction” button, it indicates failure issues such as the recipient account being blocked or the transaction being rejected by the bank which can’t be retried. For more details check out here.


  1. Click the Retry Transaction button once again.

  1. Confirm the amount of the failed transaction that you are about to retry. If confirmed, click Approve & Pay. Then, enter your PIN and click Confirm to proceed with the retry.


  1. Your retry request is processed. You will be notified regarding the status of the transaction once the process is complete. You can check the status of your retry transaction here.

How to Retry a Failed Bill Payment Transaction as a Releaser on Jack App

As a Releaser, you can follow these five steps to retry your failed Bill Payment transaction on Jack App:

  1. Go to the Transaction menu to see which failed transaction you wish to retry. You can filter Type = Bill Payment and Status = Failed for faster searching. 

  2. Open the failed transaction, take a moment to review the details of the failed transaction, and the failure reason. If you are certain to retry the transaction, click the Retry Transaction button at the bottom of the transaction details. 

  1. Click the Retry Transaction button once again.

  1. Confirm the amount of the failed transaction that you are about to retry. If confirmed, click Pay. Then, enter your PIN to proceed with the retry.

  1. Your retry request is processed. You will be notified regarding the status of the transaction once the process is complete. You can check the status of your retry transaction here.

How to Remind the Releaser to Retry Failed Bill Payment Transaction on Jack Portal

For enhancing collaboration and resolving failed transactions faster, Drafter is able to remind the Releaser when the failed Bill Payment occurs. As a Drafter, you can follow these four simple steps to remind your Releaser on Jack Portal:

  1. Go to the Transaction page on Jack Portal and select the failed Bill Payment transaction. You can filter Type = Bill Payment and Status = Failed for faster searching.

  1. At the bottom of the transaction details, you will find the Remind [Releaser Name] to Retry button. Click this button to proceed. 

  1. Then, confirm your intention by clicking the Remind button to proceed.

  1. An email reminder will be automatically sent to your designated Releaser. If the failed transaction hasn’t been retried within one hour, you can repeat this process to send another reminder to your Releaser.

How to Remind the Releaser to Retry Failed Bill Payment Transaction on Jack App

As a Drafter, you can follow these four simple steps to remind your Releaser on Jack App:

  1. Go to the Transaction menu on Jack App and select the failed Bill Payment transaction. You can filter Type = Bill Payment and Status = Failed for faster searching.


  1. At the bottom of the transaction details, you will find the Remind [Releaser Name] to Retry button. Click this button to proceed. 

  1. Then, confirm your intention by clicking the Remind button to proceed.

  1. An email reminder will be automatically sent to your designated Releaser. If the failed transaction hasn’t been retried within one hour, you can repeat this process to send another reminder to your Releaser.

Where Can I See My Retried Bill Payment Transaction?

If you want to see your retried Bill Payment transaction on Jack Portal, go to the Transaction page. Your retried transaction will have the name of (Retry: [Transaction Number]). Your retried transaction is automatically created in a new transaction row with a new transaction ID. When you open your retried transaction, you will find a link to the originally failed transaction, and vice-versa. 

On Jack App, you can go to the Transaction menu to check your retried transaction. Locate the retried transaction with the name of (Retry: [Transaction Number]). Your retried transaction is automatically created in a new transaction row with a new transaction ID. When you open your retried transaction, you will find a link to the originally failed transaction, and vice-versa. This cross-reference feature allows for better transparency and easy access to the history of the transaction, ensuring you have a clear record of the actions taken.


To ensure that you won’t experience a transaction loop within your transaction history, you can only retry your failed transaction once. If you experience another failure on your retried transaction, please contact our Account Manager for further assistance.

What To Do When My Retry Attempt Is Failed Again?

If your retried failed transaction happens to fail again, unfortunately, you won't be able to retry the failed retry transaction. In such a situation, we recommend reaching out to our dedicated Account Manager for assistance. However, rest assured that the failed retried transaction will be automatically refunded in real time, with a maximum processing time of one working day (Monday-Friday) and you can check in the Transaction page (filter Type = Refund for easier tracking). Following the refund, you will need to create a new Bill Payment transaction, which will require the involvement of Approvers and Releasers to go through the Bill Payment approval workflow once more to ensure a smooth and accurate payment process. 

Why Can’t I Retry My Failed Bill Payment Transaction?

In some cases, you may find that you are unable to retry a failed Bill Payment transaction. This can occur if the recipient’s account is blocked or the transaction is rejected by their bank, which prevents the successful transfer of funds. When such situations arise, retrying the transaction is not an option. It’s advisable to contact the beneficiary or the corresponding bank to resolve the matter before initiating a new transaction.


In conclusion, navigating through the complexities of failed Bill Payment transactions requires a strategic approach. Our guide empowers you to take informed actions when your Bill Payment transaction is failed. Your financial transaction matters, and our commitment is to provide you with the tools and guidance needed to overcome the challenges efficiently.




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