--- title: "Member guide: I can't pay my invoice or complete payment" description: Troubleshooting payment difficulties --- [Skip to content](https://help.thrive4.com/i-cant-pay-my-invoice#main-content) [![Thrive4\_Logo](https://help.thrive4.com/hs-fs/hubfs/Thrive4_Logo.png?width=151&height=60&name=Thrive4_Logo.png)](https://help.thrive4.com/?hsLang=en) - [Submit a ticket](https://help.thrive4.com/submit-ticket) - Log in to your account Show submenu for Log in to your account - [Club.Thrive4](https://club.thrive4.com/) - [Thrive4 MemberHub](https://member.thrive4.com/#/app/joinin/login) Open main navigation Close main navigation - [Submit a ticket](https://help.thrive4.com/submit-ticket) - Log in to your account Show submenu for Log in to your account - [Club.Thrive4](https://club.thrive4.com/) - [Thrive4 MemberHub](https://member.thrive4.com/#/app/joinin/login) How can we help? - There are no suggestions because the search field is empty. 1. [Thrive4 Help Centre](https://help.thrive4.com/?hsLang=en) 2. [Member guides](https://help.thrive4.com/member-guides?hsLang=en) 3. [Payments](https://help.thrive4.com/member-guides?hsLang=en#payments) # Member guide: I can't pay my invoice or complete payment ### My invoice shows as ‘Pending’ If your invoice is pending, there is no further action to take as the payment is already in progress. This is typical for payments made by direct debit, which can take several days to complete. A pending payment does not guarantee the successful completion of your payment. If there are any banking related issues causing the payment to fail, the processing timeline will restart. Direct debit payments will usually attempt to collect 3 times automatically. If all three payments are unsuccessful, the invoice will change to ‘Outstanding’ and you will need to initiate payment using the ‘Pay now’ button. Direct debit payments may take between 3-6 business days to be debited from your bank account.   ### I'm being asked to authorise a £0 payment via my banking app When making a card payment for the first time or pre-authorising a card for future transactions, your bank may ask you to verify a £0 transaction through your banking app for security purposes. Simply approve this authorisation, and you will then be able to proceed with the next steps of your payment.   ### My Direct debit details are not being accepted **Account holder name longer than 18 characters** The bank account holder name is restricted to 18 characters; this restriction is enforced by BACS, and includes the spaces between characters. To avoid possible issues with verifying the bank account name, enter the name exactly as it appears on the bank card or statement. **Invalid characters** Avoid entering invalid special characters into the form; for example, "£"$ +... If you have a joint account with an ampersand (&) in the account name, replace this with the word "and". **Postcode** If you're having issues entering a postcode, check you are using the standard postcode convention: all capitals and a space between the two sections of the postcode. For example, bn11aa may be rejected, but BN1 1AA will be accepted. **If electronic Direct Debits are not supported by your customer's bank** *“Error: Your bank account does not support electronic direct debits. Please use alternative bank account details, or contact your bank regarding for advice on electronic direct debits.”* This error means your bank account does not allow digital signups via a *webform* and instead requires Direct Debit signups to be submitted using paper or e-documents only; this will be a limitation of the bank account type. 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