If you pay by monthly instalments your card on file will be charged directly each month. Your payment schedule can be viewed in your Marshmallow App under Manage Payments.
When will my payment be taken?
If you pay via repeat card charge, your payment will be taken between 9am - 5pm on the day your payment is due.
Why did my payment fail?
There are multiple reasons why a payment could have failed. Here are the most common:
You had insufficient funds in your account at the time we processed the payment.
The payment has been blocked by your bank. You may need to contact your bank who might be able to give you a more precise answer.
The card we have on file has expired.
Will we reattempt the payment if it fails?
If your payment fails it will be reattempted 3 days and 7 days after if fails, so you do not need to get in touch to ask us to reattempt the payment.
Is there a late payment fee?
There are no late payment fees for our repeat card charge customers.
How long do I have to pay for the missed payment?
If you pay via repeat card charge, you final deadline will be 14 days from the day your payment was attempted. You must make this payment before 11am.
You will receive an email with further instructions about why the payment may have failed and how to make payment.
If you do not make the payment by this deadline your policy will be cancelled.
If you are struggling to pay, our team will be able to discuss some further options with you.
How do I pay for the missed payment?
If you pay via repeat card charge, to pay for the missed payment you will need to go to the Manage Payments section in your account or app.
Can I use a different card to the one on file to pay for the missed payment?
Yes you can use a different card to the one on file to pay for the missed payment. Using a different card will not change the card on file.