My insurance payment failed but I'm still seeing a charge on my card?

If you tried to make a payment in your member account and it didn't go through, you might still see a temporary "pending" charge on your bank statement. 

This is because our payment processor - in attempting to complete the transaction - places a "hold" on the funds. If this happens with a failed or blocked charge, please know that no funds have been actually moved out of your account .

If you’re still seeing a charge in your account, it should show as “pending” and drop off your account within 24 hours.

To fix this and try again, here's what we recommend:

  • Contact your card issuer to make sure the zip code linked to the card matches what you entered. If you’re using a prepaid card, this zip code can be different than the zip code where you live.
  • Try removing the card from your member account and add it again. You can do this by tapping on the Payment tab in the bottom bar, then Payment Settings.
  • If the above don’t work, try adding a different card - if possible.

You can update your payment method at any time by tapping on the Payment tab, then Payment Settings in your member account.



Was this article helpful?


Article is closed for comments.