When is my payment taken?
Your payment is charged to the card we have on file on your due date, at the end of the day.
The default payment date is the 1st of the month, but you can change this in the Marshmallow app (up to twice during your policy term).
Why did my payment fail?
Common reasons include:
Not enough money in your account.
Expired card on file.
Blocked payment by your bank (you may need to contact them).
Will Marshmallow try again to take the payment?
Yes. If your payment fails on the due date, Marshmallow will automatically try again:
1 day after the failed attempt
3 days after the failed attempt
7 days after the failed attempt
You don’t need to get in touch to request this.
If your payment was first attempted 14 days ago, it will not be attempted again. Your final deadline will be 11am, 14 days after your payment was first attempted, unless this deadline has been extended.
Will I be charged a late payment fee?
A £22.50 missed payment fee applies if you miss a monthly payment. This is in line with your Policy Wording.
The fee is charged after your missed payment and is separate from your outstanding premium. It does not change your overall policy price.
Does the missed payment fee apply to my policy?
The £22.50 missed payment fee applies if your policy started or renewed on or after 3 February 2026. If your policy started before this date, you will not be charged this fee.
How many missed payment fees can I be charged?
You will never be charged more than 3 missed payment fees in a policy term, regardless of how many payments you miss. The maximum you can owe in missed payment fees is £67.50.
Can the missed payment fee be waived?
If you believe the fee has been applied unfairly, or if you are experiencing financial difficulty, please contact our team and we will look into it for you.
What if I pay my premium but not the fee, or the fee but not the premium?
These are treated as two separate charges:
If you pay your overdue premium but not the fee: your policy will stay active, but the £22.50 fee will still be owed.
If you pay the fee but not the overdue premium: your policy will still be cancelled if the premium is not paid by the 14-day deadline.
Both need to be paid to fully resolve the missed payment.
What is the final deadline to make the payment?
You have until 11am, 14 days after your payment was first attempted.
If you haven’t paid by then, your policy will be cancelled automatically.
You’ll receive an email with the deadline and a link to pay.
How do I make a payment?
You can pay in the Marshmallow app:
Go to Manage policy
Select Update details
Choose Manage your payments
Alternatively, check the emails we sent you about the missed payment. They include a direct link to pay.
Will a missed payment affect my renewal?
An outstanding missed payment fee may affect your ability to renew your policy. We recommend paying any outstanding fees before your renewal date to avoid any issues.
What if my policy is cancelled?
You will not be able to buy another policy with Marshmallow.
You will receive confirmation that your cover has ended.
If you’ve missed a payment and are unsure what to do, read the article below about making a payment or requesting support.