If you’re having trouble settling a failed payment, here’s why:
Timeframe for settling failed payments
During the first 7 days after a failed payment which you are also notified via email, 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.
What happens after 7 days?
Once the initial 7 days have passed, we begin the process of attempting to collect the payment again automatically. During this time, the option to manually settle the payment is closed to prevent the possibility of two payments being collected simultaneously. Please note, that this automatic collection will include a late payment admin fee of £15.
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. Once you have settled your failed payment, the new payment date will come into effect from the next month.
Steps to take: Check your email: make sure you act promptly within the first 7 days after receiving the failed payment notification Payment history: visit payment history in the member's area to see if you can settle the payment manually within this period
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