If a payment for a previous ride couldn’t be completed*, you’ll need to settle the outstanding amount using a valid payment method. When you open the app, a pop-up will usually appear asking you to pay the outstanding amount, just tap the message and confirm the payment.
Until the debt is settled, you won’t be able to book new rides or rent any service. If you don’t pay manually, we’ll automatically retry charging your saved payment method and notify you by email.
*Why did my payment fail?
Common reasons for payment failures:
- Transaction Processing Issues > Even if your card is valid and has sufficient funds, the transaction may not be processed. In this case, contact your bank for assistance.
- Expired Card or Insufficient Funds > Your payment may fail if the card has expired or lacks sufficient funds. Try adding a different payment method.
- Card Restrictions for Online Transactions > Ensure your card is enabled for online payments. If not, you may need to contact your bank to update your settings.
If payments continue to fail despite checking these factors, please reach out to your bank or card provider for additional support.
How to settle outstanding payment
If you don't see the payment pop-up, you can still settle your outstanding balance manually:
- In the Account section in the bottom -right corner of the main screen, tap the profile icon.
- Under your profile picture, tap Settle pending XX€ charge.
- Review the payment details, including the trip and the total amount due.
- Choose your preferred payment method or use your default payment method.
- Tap Pay to complete the payment.
Make sure you have a valid payment method
To settle outstanding debt and continue using Freenow, you must have a valid payment method linked to your account.
- Tap Wallet at the bottom of the main screen
- Select Add personal payment method
- Choose Credit/Debit Card or PayPal
- Enter the details and tap Save
Supported payment methods are Visa, Mastercard, American Express, Apple Pay, and PayPal.
Important:
You can’t remove a payment method while there’s an unpaid amount or a temporary hold on your account, as a valid payment method is required to collect the outstanding fare. Once the debt is fully settled, you’ll be able to remove any payment method (Apple Pay must be removed directly from your device’s digital wallet).