From a card expiring through to a banking error, there are many reasons why a payment might fail. 

If a payment failure has occurred due to an expired or cancelled card, you'll need to update the payment details stored for your SMARTY plan.

To do so, go to your online account and click Menu, Account settings and Payment settings.

You'll first need to switch off Auto-Renew and save these changes.


  1. Go back into payment settings and turn off "securely store payment details". Save these changes and exit the page again. ​

  2. Now, no card details will be stored so you can re-add the details you want in the account.​

  3. Save the changes and enable Auto Renew if you wish your payments to be taken automatically each billing cycle.​

If you're continuing to have payment issues, please get in touch with us via web chat. You’ll find the icon to launch chat in the bottom right of the screen.

Web chat is available from 8am-8pm, 7 days a week. However, if you need help outside of these times, you can still submit your question via web chat and leave your email address, and we’ll reply as soon as possible.

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