Troubleshooting online renewal issues

This article will help you if:

• Your MyAccount Dashboard says Not Renewed when you are enrolled in Auto-Renew
• You tried to renew online and the renewal failed.

Check your auto-renewal status and if your payment is still pending:

Checking your Auto Renewal status online

1. Sign in to My Account.
2. Click the Dashboard.
3. From the left of the screen, select Billing ⮕ Auto-renew.
4. If your Auto Renewal isn't setup or failed to process, you'll see "Not Renewed for Tax Year 2025".

Make sure your payment has had time to process:

• Online payments via My Account post immediately.
• Online Bill Pay can take 5-7 business days (up to 10-14) to process.
• Payments via phone agents post immediately.

You will receive an order confirmation email when your renewal places.

Review and update your Billing Information:

If you encounter issues with your credit or debit card during online renewal or other transactions, here are some common troubleshooting steps:

To update your billing information:

1. Sign in to My Account.
2. From the left column, select Billing ⮕ Payment methods.
3. From here you can add a new payment method, edit a payment method, or delete a payment method.
4. When you make a change you'll receive an email confirming account changes have been made.
5. Changes to your billing information may take up to 4 hours to process.

Check with your bank:

Sometimes the bank may reject the payment due to an Authorization Hold or if your credit limit has been exceeded or is at risk of being exceeded. You should reach out to your bank to verify if your spending limit has been reached or can be raised to allow the order to process or use a different card.

If none of the above resolves your issue please see How to contact us.