What you'll see
If a charge for your booking doesn't go through, a red "Update payment method" notice shows up on your trip screen. It tells you we couldn't charge your card (you'll see the last digits, like ****9575) and asks you to add a payment method to keep your booking active.
You won't lose the booking straight away. You can sort it out yourself from the same screen in a few seconds, without waiting for support.
Heads up: if the payment isn't completed, the booking can be cancelled. The sooner you do it, the safer your car.
How to complete the payment
On the notice, tap "Add new payment".
The "Update payment method" sheet opens. Pick one of your saved cards, or tap "Add card" to enter a new one. The card that failed is marked "Failed".
Tap the "Pay" button with your booking amount (for example "Pay €126"). Payments are secured by Stripe.
If the charge goes through, you'll see "Payment succeeded" and your trip is confirmed. Tap "Done".
You're only charged when you tap "Pay" yourself. Adding a card on its own doesn't charge it, so you're always in control of when the payment happens.
If the payment fails again
If the new attempt doesn't go through, you'll see "Payment failed". You have two options:
Retry payment: tries the same card again.
Try another payment method: takes you back to the card list to pick a different card or add a new one.
Why the payment failed
The usual reasons:
Not enough balance or limit on the card at the moment of the charge.
The card expired or was replaced by your bank.
Your bank asked for 3D Secure confirmation and the charge wasn't approved.
Your bank temporarily blocked the transaction.
If the same card keeps getting declined, try another one or check with your bank. For general card help, see "Verifying or updating your payment card".
FAQ
Will I lose the booking if I don't pay right away?
Not straight away, but the booking only stays active once the payment goes through. If it isn't sorted, it can be cancelled. So it's best to do it as soon as you see the notice.
I paid, but I still see the notice.
Close the booking and open it again. If the notice is still there, the charge probably didn't go through. Try another card or message us from the chat.
Can I pay with a different card?
Yes. In the "Update payment method" sheet you can pick any saved card or add a new one.