An outstanding balance from a failed or disputed payment is the most common reason you can't cancel a policy, sign up for a new one, or submit a claim. You'll see a banner in your Feather account about outstanding payments, and a message when you try to sign up or submit a claim. You can check and settle a balance in the billing history section of your account, and once it's collected you can complete these actions as usual. Outstanding balances can't be settled by SEPA Direct Debit — if SEPA Direct Debit is your default payment method, set a card or PayPal as your default before you retry. The collection is instant, and the banner clears once the payment goes through. If a balance shows with no way to pay it, or you see the message but no balance appears, our support team can investigate.

The most common reason is an outstanding balance from a payment that failed or was disputed. You'll see a banner in your Feather account letting you know you have outstanding payments, and a message when you try to sign up for a new policy or submit a claim explaining that the action can't be completed until the balance is collected. We must collect the outstanding balance before you can cancel, sign up, or submit a claim, and the balance stays owed until it's paid, so signing up again does not remove it.

You can view any outstanding balance in the billing history section of your Feather account. The billing history shows whether you currently have an outstanding payment to settle.

You can settle an outstanding balance from the billing history section of your Feather account. If a payment option is shown there, you can update your payment method or top up your funds and retry the payment directly. The balance is collected from your default payment method, and SEPA Direct Debit can't be used — if SEPA Direct Debit is your default, set a credit card, debit card, or PayPal as your default first. The collection is instant. Once the outstanding balance is collected, you can cancel, sign up, or submit a claim as usual, and you can set SEPA Direct Debit back as your default if you want to.

If the outstanding balance comes from a disputed payment, we recommend settling it with a card or PayPal rather than SEPA Direct Debit, so the funds are collected straight away.

Contact our support team to investigate if the billing history section shows an outstanding balance but no option to pay it, or if you see a message about outstanding payments but no balance appears in the billing history section. If you've set a card or PayPal as your default payment method and the retry option still isn't available, contact support.