If you are paying with a direct debit, your payments are with our credit partner Premfina.

If you don't have a direct debit set up, then you are an instalments customer paying with a repeat card charge.

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Here are some common questions we get about monthly instalments:

When will my payment be taken?‍

Your payment will be taken between 9am - 5pm on the day your payment is due.

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Why did my payment fail?

There are multiple reasons why a payment could have failed but 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.

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Can I change my due date?

If you are paying by repeat card charge and not via a direct debit, you can change your due date within your app.

Please be aware that changing your due date could cause two payments in one month - you can see a preview of your schedule before confirming the change.

You can also check when your payments are due in the app or your online account.

In the app:

  1. Tap your policy
  2. Tap Update details at the top of the screen
  3. Scroll down to Manage Payments and tap this button
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‍Will we reattempt the payment if it fails?

We will not reattempt payment on the same day that it fails, but you can easily make payment manually in the Manage Payments section of your account. The payment 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.

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Is there a late payment fee?

There are no late payment fees for our repeat card charge customers.

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‍How long do I have to pay for the missed payment?‍

You will have 14 days from the day your payment was attempted to pay for the missed payment. If you require any further assistance please get in touch with us by Live Chat. You can start a Live Chat through the app or the Help page on the Marshmallow website.

‍How do I pay for the missed payment?

To pay for the missed payment you will need to go to the Manage Payments section in your account or app.

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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.

I’m worried about making my monthly premium on time, what should I do?

If you’re struggling financially and concerned about making your monthly premium, please contact us ahead of time so we can provide an appropriate solution where possible. You can also see our FAQ on financial difficulty.