What happens if my payment fails?Updated a year ago

Your First Order

When you first sign up to Goal Plans we will take payment for your first box straight away. If this payment fails your order will not be processed.

If you have problems paying for your order, check and try the following:

• Check that the billing address is correct
• Ensure you have completed two-step authentication or SCA.
  
  

What is SCA?

• As of March 2022, SCA (or Strong Customer Authentication) became a legal requirement for companies processing payments online in the UK. This means that when you first make a purchase you will be prompted to send a notification to either your banking app to accept or to receive an authentication code to your mobile number to enter on the site. This measure was put in place to ensure that all first-time payments are not made fraudulently and to protect customers. If this authentication step is not completed, your payment will not be accepted and your order will not be completed.

Your Following Orders

We process payment for your box 48 hours before your delivery date. If the payment fails, we will let you know via email and then re-try the payment at 4pm later that day. If the payment is successful, you will receive an order confirmation email and your order will be processed. If the payment fails again, this delivery will be skipped to the next date in your subscription.

If your payment had previously failed and your account has skipped a box but you would like to receive a box earlier, you can do this by updating your delivery date. Please first ensure your payment information has been corrected to avoid your box being pushed back again.