When you're part of a MultiCar account, missing a payment affects not just your policy—but all the policies in the account. Here's everything you need to know and what steps to take next.
What Happens If I miss a MultiCar payment?
If the combined monthly payment for your MultiCar account isn’t made on time:
The entire account is at risk of cancellation, not just your individual policy.
Marshmallow will automatically retry the payment:
1 day after the failed attempt
3 days after the failed attempt
7 days after the failed attempt
All payment reminders and updates are sent to the Account Holder only via SMS and email.
You have until 11am, 14 days after the payment was first attempted to pay. If the account isn't brought up to date by then, all policies in the account will be cancelled automatically.
Why is the Payment Combined?
All MultiCar policies share:
A single monthly invoice (covering all policies)
A unified renewal date
One Account Holder who manages all payments and receives all notifications
This means we cannot:
Accept partial payments for individual policies
Split the payment across multiple cards or payers
If your account's payment fails, the entire invoice remains unpaid.
Who Will Be Notified About the Missed Payment?
Only the Account Holder receives:
Monthly invoices
Payment reminders
Arrears notices and warnings
Even if you’re a policyholder in the account but not the Account Holder, you won’t be notified directly.
If you're unsure who the Account Holder is or need help contacting them, get in touch and we’ll guide you.
Will I be charged a late payment fee?
A £22.50 late payment fee may apply if a monthly payment is missed and your policy started or renewed on or after 3 February 2026.
For MultiCar accounts, only one late payment fee is charged at account level — not one per policy.
The fee is raised the day after the missed payment. If the overdue payment is made before 9am on the day after it was due, the fee will not be raised.
The maximum you can be charged in late payment fees is £67.50 (3 × £22.50), regardless of how many payments are missed.
What Should I Do Next?
Here are the steps to resolve a missed payment:
Check your bank account to ensure there are sufficient funds and no card issues.
If needed, update your card details in the Marshmallow app (Account Holder only).
Wait for the next automatic retry attempt—usually within a few days.
If the payment still fails, the account may be cancelled. We’ll notify the Account Holder before this happens.
Contact Details
For Account Holders: Please check your app notifications and emails first.
For Policyholders (non-Account Holders): Speak to the Account Holder or contact our support team if you’re unsure.