Here are some reasons why you might be struggling to pay.


For extra fraud protection, 3D Secure (3DS) requires customers to complete an additional verification step with the card issuer when paying. Typically, you will be directed to an authentication page on your bank’s website, and you'll enter a password associated with the card, or a code will be sent to your phone.

If you have one of these cards and the authentication doesn't happen then the payment will not go through. Check that you have pop-ups enabled or check in with your bank as to why you're not being taken to the authentication window.

Pre-paid cards

For security purposes, we'll need your subscription payment to be taken from a card that's not "pre-paid". We've recently had to improve our security around this, so if you already had a policy with us using one of these cards, you'll need to change the card in the app. Here's how.

New kid on the block

Locket and our payment partner 'Stripe', might be new and exotic to your bank. If you give them a shout, they should be able to fix things at their end to approve payments with us.

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