Online Support Centre

Failed billing

1. What happens if your subscription payment is unsuccessful?
2. Reasons why your payment may have been unsuccessful
3. What to do if you miss a payment
4. Unsuccessful initial broadband payments
5. How you can avoid missing payments
6. Your security

1. What happens if your subscription payment is unsuccessful?

If your subscription payment is unsuccessful we'll let you know by emailing you and sending you an SMS (if you've registered to receive them). Each time you connect to the Internet you'll also see an alert, this will tell you what has happened and will ask you to make a payment.

2. Reasons why your payment may have been unsuccessful

The most common reasons for unsuccessful payments are:

The card you normally pay with may have expired - If the card you normally pay with has expired we'll ask you to add new card details when you log into the Madasafish website. When you've done this you'll see the amount outstanding on your account and you can choose to pay this using your new details. You can check and update your payment details at any time.

Your bank/building society may have been unable to authorise the payment - There are a couple of reasons why may have happened:

1. You may not have had enough credit in your account when the subscription payment was due.
2. If you've chosen to pay by Direct Debit your bank/building society account type might not support this kind of payment.

We'll ask you to pay with different details when you log into the Madasafish website.

3. What to do if you miss a payment

1. If we can't take your payment - the next time you go to the website we'll ask you to add or update your payment details and then pay. If you'd prefer not to pay straightaway you can acknowledge the message and carry on using your service as normal. (However, service restrictions will be applied if payment remains outstanding after 14 days).
2. If you choose not to pay straightaway - we'll send you an email and SMS (if you've registered to receive these) to remind you to pay after 5 and 10 days.
3. If you've still not paid after 14 days - restrictions will be applied to your Talk phone service (if you have one - see below for details). We'll contact you again to let you know that we've done this.

The Talk restrictions are:

All outgoing calls you make (apart from emergency and Operator) will be redirected to our Customer Support team (incoming calls are not affected). Once you've paid the outstanding amount on your account all restrictions on your service will be removed.

Note: we can't guarantee that you'll be able to make outgoing calls immediately.

• Within a couple of hours - If we process your reactivation before 3pm Monday to Saturday
• Next day - If we process your reactivation after 3pm Monday to Friday
• Following Monday morning - If we process your reactivation after 3pm Saturday

4. If payment still isn't received after 28 days - your account and services will be cancelled. We'll contact you to let you know.

Paying outstanding charges by Direct Debit

Making a Direct Debit payment can take up to 5 working days to process, so restrictions may be applied to your account before we receive your payment. We recommend paying by debit or credit card, as this is quicker and means we'll get your payment straightaway.

If you need help with updating your payment details, or paying your subscription, please contact our Support Team using Contact Us.

4. Unsuccessful initial broadband payments

If your first payment for broadband is unsuccessful your order will be delayed. This means it will take longer for your service to be activated. If this happens we'll inform you straightaway and advise you what to do next.

• If your initial payment was made by credit or debit card - Your broadband order will be put on hold. We'll then ask you to either update your card details or choose a different way to pay. Once we've received your payment successfully your broadband order will continue to be processed as normal.


• If your initial payment was made by Direct Debit or cheque - Your broadband order will be put on hold. We'll then ask you to make payment within the next 2 days (and if necessary ask you to update your payment details). Unfortunately if you don't make this payment, your broadband order will be cancelled. We'll let you know if this happens and you will be able to place a new order if you want to.

5. How you can avoid missing payments

You should always make sure that you keep your payment details up-to-date. To help you with this, if we find that your card has expired we'll send you a reminder email before your payment is due. This gives you time to visit My Account and add new payment details.

Another way to make sure that you don't miss a subscription payment is to set up a Direct Debit. As payments are made automatically you won't have to worry about updating your details or confirming regular payments. (Obviously you will need to make sure that you have enough funds in your account at the time you're billed). To set up a Direct Debit you'll need to update your payment details.

6. Your security

We take your online security very seriously. We use industry-standard security technology to make sure that all your details stay private, such as the Verified by Visa and MasterCard SecureCode online security system.

Once you've registered, this makes sure your card payments on our website (and 300,000 others across Europe) are password protected, stopping unauthorised use online.

All payment and personal details are encrypted and transmitted using a Secure Socket Layer (SSL) connection.

 

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