Why has my No Deposit payment failed or remained pending?

A No Deposit payment may be declined, remain pending or appear in your bank account before it has been confirmed by flatfair.

Do not repeatedly submit the payment if money appears to have left your account. Check the payment status first to avoid making a duplicate payment.

What should I check first?

1. Sign in using the email address that received your No Deposit invitation.
2. Open the tenancy with the correct property address.
3. Check whether flatfair sent you a payment confirmation by email.
4. Check how the transaction appears in your bank account.
5. Make sure you used the latest invitation and the payment method offered at checkout.

Why might a payment be declined?

Common reasons can include:

• incorrect card or billing information;
• an expired card;
• insufficient available funds;
• the bank declining or blocking the transaction;
• an incomplete bank-authentication step;
• a payment method that is not supported at checkout;
• a connection problem during payment; or
• the payment provider carrying out additional checks.

Check the error message shown and follow any instructions from your bank or payment provider.

flatfair cannot override a decline made by your bank.

What if money appears to have left my account?

Do not immediately pay again.

First check whether:

• the transaction is completed or only pending;
• you received a flatfair confirmation email;
• your flatfair account shows the fee as paid; and
• the plan shows any further payment action.

A pending authorisation may be released automatically if the transaction did not complete. The timing is controlled by your bank and can vary.

Contact your bank if you need to confirm whether the transaction completed or is only being held temporarily.

Contact flatfair before making another payment if your bank says the transaction completed but your account still shows the fee as unpaid.

When should I try again?

You can normally try again if:

• the previous attempt is clearly shown as failed;
• no completed or pending payment appears in your bank account; and
• you have corrected the issue shown in the error message.

Do not create another flatfair account or use another tenant’s invitation.

If somebody else in the household wants to pay the complete fee, they should use the “pay for all” option where available.

Does a completed payment activate the plan?

Not necessarily.

Other tenants may still need to complete registration, and the letting agent or flatfair may need to complete further checks.

A payment confirmation proves that the payment completed. Treat the No Deposit plan as active only when the plan status or written confirmation says it is active.

What information should I provide to flatfair?

Provide:

• your full name;
• the property address;
• the email address linked to your account;
• the payment date and amount;
• the payment reference, if available;
• the status shown in your account; and
• a description or screenshot of the error without exposing sensitive payment information.

Never send your password, one-time security code, full card number, card security code or online-banking password.

flatfair may ask for limited information, such as a transaction reference or the last four digits of the payment card, to help locate the payment.