If you've noticed a failed payment in your payment history or received an email from us about it, here’s what you need to know:
A failed payment occurs when we are unable to collect your direct debit payment successfully. This could be due to reasons such as insufficient funds in your account or an issue you may need to discuss with your bank.
What happens next?
We will automatically attempt to collect the payment again in 10 working days. It’s important to note that a late payment admin fee of £15 will apply as part of this automated collection.
Steps to avoid the £15 admin fee
During the first 7 days after a failed payment, you can settle your missed payment by logging in to the mobile app or member's area to avoid any late payment fees. Check your payment history section to see if you can settle the payment directly with us now.
Can I change my billing date during the settlement period?
Yes, you can change your billing date to a future date before the 7-day settlement period ends. It takes 4 working days for your payment details to update so you'll need to change your details before then.
How to resolve a failed payment
1. log in to the member area or app and navigate to payment history.
2. check if there’s an option to settle the payment directly.
3. ensure that your payment details are up to date and consider changing your direct debit payment date to avoid future issues.