When is my payment taken?
Your payment is charged to the card on file between 9am and 5pm on your due date.
The default payment date is the 1st of the month, but you can change it in the Marshmallow app (maximum twice during your policy).
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, 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.
Will I be charged a late payment fee?
A £22.50 late payment fee applies if you miss a monthly payment. This is in line with your Policy Wording.
The fee is raised the day after your missed payment and is separate from your outstanding premium. It does not change your overall policy price.
If you pay your overdue premium before 9am on the day after your missed payment, the fee will not be raised.
Does the late payment fee apply to my policy?
The £22.50 late 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 a late payment fee.
How many late payment fees can I be charged?
You will never be charged more than 3 late payment fees in a policy term, regardless of how many payments you miss. The maximum you can owe in late payment fees is £67.50.
Can the late payment fee be waived?
If you believe the fee has been applied unfairly, or if you're experiencing financial difficulty, please contact our team and we'll 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 isn't 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 get an email with the deadline and a link to pay.
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 on how to make a payment or request support.