This guide helps with
- Understand why an instalment can fail
- Check the reason and fix it
- Make up the missed instalment
- Adjust your plan if the amount is too high
4 min read
What's happening
A scheduled instalment can fail for everyday reasons: not quite enough in the account on the day, an expired or replaced card, or a temporary bank block. A single failed instalment does not cancel your plan or undo the progress you've made. It just needs to be caught up.
If money is tight and the instalment amount no longer fits your budget, that's worth telling us — plans can usually be adjusted rather than abandoned.
Check the reason
Look at the account or card the instalment was due to come from:
- Were there enough funds on the day it was scheduled?
- Has the card expired or been replaced since you set up the plan?
- Is there a bank security alert waiting for your approval?
Fixing the underlying cause means the next instalment should go through normally.
Make up the missed payment
To get back on track, you can:
- Make a one-off payment for the missed instalment using your reference number — see our Pay your balance page.
- Or contact us to have the missed amount added to your next instalment or rescheduled.
If you've updated your card details, let us know so future instalments come from the right account.
If you can't manage the amount
If the instalment is more than you can comfortably afford, please don't simply let it lapse. Contact us through the contact page and we can look at lowering the instalment or extending the plan.
You can also get free, confidential help to work out a sustainable amount from the National Debt Helpline on 1800 007 007.
Good to know
- One failed instalment doesn't cancel your plan or lose your progress.
- Most failures are insufficient funds, an expired card, or a bank block.
- You can pay the missed amount as a one-off or have it rescheduled.
- If the instalment is too high, ask us to adjust the plan rather than letting it lapse.
FAQ
Does a failed instalment cancel my whole payment plan?
No. A single missed instalment doesn't cancel the plan. Catch it up or contact us to reschedule and the plan continues.
My card has changed — how do I update it?
Contact us through the contact page to update your card details so future instalments come out of the right account.
I can't afford the instalments anymore. What can I do?
Get in touch and we'll look at lowering the amount or extending the plan. The National Debt Helpline (1800 007 007) can also help you set a realistic figure.
Still stuck? Our team is happy to help you sort it out.