Why did my payment fail?
Payments can fail for several common reasons:
Your account does not have enough funds available
Your bank or card provider blocks the transaction
Your payment details are expired, incorrect, or outdated
If a payment fails, you usually have multiple opportunities to complete it.
Will Feather retry my payment automatically?
Yes, we automatically retry most failed payments.
We retry the payment up to 7 times in total
You can see the next retry date in your account
Retries stop after a defined retry period
Automatic retries are not available for SEPA Direct Debit payments. SEPA Direct Debit also can't be used to retry a payment yourself — see "Can I retry a failed payment manually?" below.
Can I retry a failed payment manually?
Yes, you can retry a failed payment at any time from your account, as long as your default payment method is a credit card, debit card, or PayPal. Retries can't be collected by SEPA Direct Debit. If SEPA Direct Debit is currently your default payment method, set a card or PayPal as your default before you retry — the retry collects from whichever method is your default at that moment.
Retrying is useful if you have resolved the issue, such as:
Adding funds to your bank account
Fixing a restriction with your card provider
Updating your payment details
How long will payment retries continue?
The retry period depends on your country:
Spain: retries continue until the end of the billing month
All other countries: retries continue for up to 21 days from the start of the billing period
After this period ends, no further retries are attempted.
Why is the payment retry option no longer available?
The retry option may be disabled for one of the following reasons:
SEPA Direct Debit is set as your default payment method — set a card or PayPal as your default to retry
You have reached the maximum of 7 retry attempts
The retry time window has expired
Your policy has already been cancelled due to non-payment
What should I do if my payment keeps failing?
If your payment continues to fail, you can try the following steps:
Check with your bank or card provider to identify any restrictions
Update your payment method in your account
Contact support for further help
Can I change my payment method to complete the payment?
Yes — and if SEPA Direct Debit is your default payment method, you have to. To settle a failed payment:
Sign in to your account and open Billing and payment.
Add or select a credit card, debit card, or PayPal.
Set it as your primary payment method.
Retry the payment.
The retry collects from whichever payment method is your default at that moment, and the funds are collected instantly. Once the payment has gone through, you can set SEPA Direct Debit back as your default for future monthly premiums.
Will I be asked to confirm my payment for security verification?
Yes, in some cases your bank may require you to complete an additional security step to verify the payment (3D Secure).
This usually involves:
Approving the payment in your banking app, or
Entering a one-time code sent to your phone
If this step is not completed, the payment will remain incomplete.
If required, you will receive an email from our payment provider with a link to complete the verification. Please also check your spam or junk folder.
Which payment method should I use to avoid delays?
We recommend using a credit/debit card or PayPal, as these payment methods provide instant confirmation and a smoother retry process. SEPA Direct Debit can take up to 6 business days to process and can't be used for payment retries. If a SEPA payment fails, you'll need to switch to a card or PayPal to settle the balance — that collection is instant, and you can switch back to SEPA Direct Debit afterwards.
Do I need to take action if my SEPA payment is still pending?
If your monthly premium is being collected by SEPA Direct Debit and the payment is still pending, no further action is needed. Please allow up to 6 business days for the payment to be processed. You may receive automated payment reminders from us during this time, but they will stop once the payment is successfully received. If the payment does not go through after this period, it counts as a failed payment — you can then settle it in your account using a card or PayPal, or contact support for assistance.
Can I switch back to SEPA Direct Debit after settling a failed payment?
Yes. The restriction only applies to the retry itself. Once the outstanding balance has been collected, you can set SEPA Direct Debit as your default payment method again and your future monthly premiums will be collected from it as usual.
When should I contact support about a failed payment?
You've fixed the issue but still can't retry the payment
The retry button is disabled and you're unsure why
You need help updating your payment method
Your policy may be affected or cancelled due to failed payments