Credentialing Help Desk Knowledge Base

Payment Troubleshooting

Owned by Christine Zinkand
Dec 22, 2021
3 min read

Unsure if your payment and application went through? This article will help you troubleshoot most payment issues and give you next steps to ensure we have your application and fee.

Our system only accepts Visa or MasterCard credit cards. If you have attempted with a different type of card, please wait 24 hours from your last attempt and try again with a Visa or MasterCard credit card.

Please note there is also a time limit to complete the application wizard or it will time out. Be sure you are not lingering on any particular page for more than a few minutes or leave the payment wizard open without proceeding all the way through the wizard. We suggest you have your card ready before beginning the application wizard.

You may also want to consider trying to apply on another device, browser or on another network (home vs. work). Sometimes firewall, browser or device settings can cause interruption in the payment process.

 

 

 

Step 1: Check the fees section of your myNHDOE/EIS/Educator/View Your Credentials account. Be sure to “Show All” transactions.

 

 

 

 

Step 2: Follow the direction below depending on your particular situation:

your payment and application has been successfully submitted. An authorization code will be either numbers or a combination of numbers and letters.

  1. Please check your card financial institution’s statement to see if a charge has gone through. Please be aware requesting a chargeback from your credit card company that results in no fee being paid could result in either your credential not being issued or your credential being revoked until payment is received.

  2. If a charge has not gone through:

    1. you may attempt application and payment again after 24 hours from initial attempt. In rare instances, there are browser/device/network glitches that can prevent the application and payment from submitting properly. An unsuccessful payment may also occur if you cancel out of the application/payment wizard. In this case, please start the application again after 24 hours from initial attempt, as EIS does not save partially completed application information.

    2. or you may instead submit a Paper Application and check.

  3. If a charge has gone through:

    1. please email credentialing.docs@doe.nh.gov with a screenshot of your financial statement (transaction date, NHDOE name and amount only) and a description of the type of application you submitted. We will email you a PDF application to complete and submit to credentialing.docs@doe.nh.gov, or if including your Social Security Number mail in or fax, as we have received your payment, but have not received your online application. Do not attempt to apply online again. We will determine from your screenshot if an extra charge was transacted and if a refund is needed.

    2. do not request a refund from us and a chargeback from your card company, as this could result in no fee being paid and either your credential not being issued or your credential being revoked until payment is received.

we have not received your payment or application. This is often the result of:

  • using a card not accepted by our system. EIS only accepts MasterCard or Visa.

  • making an error when typing the card number or expiration date

  • attempting to use an expired card

  • attempting to use a debit card or gift card

You may also contact your card company for further information about why the card may have been Not Approved.

You may attempt application and payment again after 24 hours from initial attempt.

 

If you require further assistance, please submit a Help Desk request.

 

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