My payment failed

You can complete a failed payment manually via the app:

1. log in
2. go to "Account" > "Settings" (gear icon)
3. choose "Payments"
4. click on the outstanding fee
5. after a successful payment, your account will be immediately automatically unblocked.

You can also pay via the website:

1. log in
2. go to "My Account"
3. choose "Payments"
4. click on the "Pay" link next to the outstanding fee

When the payment is complete the status will change to ‘OK’. Your account will be automatically unblocked after a successful payment.

There are many reasons why a payment could fail. Due to privacy restrictions, we can't see exactly why a payment was unsuccessful. If you would like more information on what went wrong, we advise you to contact your bank.

Our system tries a maximum of three times to withdraw the money. If it doesn't work, do it manually via the app.

If a payment keeps failing please try again or contact us.