Hi MyKommunity,
We have been aware of this issue for some time and have released some fixes for you.
This error happens when we receive a Declined Authorization response from your bank and are unable to proceed in debiting you the service fee. This can happen regardless if you have sufficient balance to cover the amount and can be a headache during an active booking when you need to make an extension.
Here's how to fix it
- Make sure your MyKuya app is updated to the most recent version
- Try to place another booking, for any service
- The app will detect any unpaid balance that you have with us and prompt you for repayment
- Tap "Retry now" to settle your negative balance
💡 Please do not pay the service fee in cash to the Kuya/Ate as it may give the assumption of a tip.
Lastly, check with your bank
We've noticed that it happens more often with BPI and GCash MasterCard cardholders as they require you to contact their customer service first to enable internet charges. Unfortunately, it's not a guaranteed fix as each bank has their security measures.
When this happens simply retry with a different card from another bank. We are also working on enabling new payment options in the future to make our services more accessible to you.