There could be many reasons why your payment might have failed. Here’s our troubleshooting checklist:
Issue |
Solution |
| The card is not accepted | Make sure you’re using a debit card in your name from a UK authorised bank. We don’t accept credit cards or payments from unauthorised banks. |
| Your details aren’t up to date | Make sure the name and address held with your bank matches what we hold on your Vanguard account. Find out how to update your name and how to update your address. |
| Your bank didn’t authorise the payment | You will need to authorise the payment with your bank. This can be done with a verification code or through your mobile app. Please contact your bank and make sure 2-factor authorisation is turned on. |
| The debit card has expired | Make sure your debit card hasn’t expired and is still valid. |
There are insufficient funds |
Make sure you have sufficient funds in your bank account. |
| Your card details were typed incorrectly. | Make sure to type your card details correctly. Avoid using auto-fill if you have issues. |
| Browser or device issues | Try deleting your browser’s cookies and cache. You could also try using your browser in incognito or private mode if it has one. If that doesn’t work, please try a different browser or device. |
| Your bank is blocking the payment | Contact your bank - they may have a payment limit, fraud controls or regional restrictions in place. |
| Your connection is blocking the payment | Make sure you are not using a Virtual Private Network (VPN). You should also avoid using a work device. |
To try and make the payment again
- if you have just tried to make the payment, there could still be a ‘Pay now’ link on the Cash statement page. Go to Transactions in the left-hand menu. Then choose the Cash statement tab. If you see the ‘Pay now’ link, choose that to try again
- you can also try and pay again with 'Invest now' and follow the steps. Go to Investments in the left-hand menu and you will see an ‘Invest now’ button
- you can also add cash from 'Payments' in the left-hand menu. Choose 'Add cash’ under Single payments. It will be available to invest the next working day
To check the payment has been successful
Log in to your account
From the left-hand menu, click 'Transactions'.
Go to the ‘Cash statement’ tab.
Need more help?
Our UK-based team is ready to answer your questions
Do you have a Vanguard account?
Getting help in difficult circumstances
Please contact us if you’re having financial difficulties, navigating a difficult time in your life, or if your mental wellbeing is affected. This happens to many in these uncertain times. We’re here to help.
Have a complaint?
Let us know how we can help
Making a complaint