What is a Split payment?
At the point of purchase, you can elect to spread the cost of your purchase over monthly instalments. We call each instalment a split payment.
Why do split payments fail?
Generally, instalment payments fail for three reasons:
Insufficient funds - where there are not enough funds present on a card to fulfil the instalment payment.
Expired, lost or stolen card - where the card saved at the time of purchase is no longer in use.
Technical error - where the card provider or our payment gate service prevents the transaction from going through.
What steps should you take if a split payment fails?
In the case of insufficient funds, we recommend ensuring funds are moved to the card you’ve saved with us to enable the payment to go through. We’ll automatically retry the payment attempt 3, 6, 12, 24 and 48 hours after the payment initially fails. This means if you need to move funds, doing it quickly means the payment will be taken with no extra effort on your part - we’ll notify you when the payment registers as successful.
In the case of an expired, lost or stolen card, you can quickly and securely update the card details you have stored with us. Click here to be taken to the payment details area of your account, where you can add the details of a new card. Once added, we’ll attempt to take the payment immediately and we’ll notify you when the payment has gone through. Note your payment card is encrypted using SSL technology - you can enter your card details with confidence.
In cases of technical error, we recommend contacting our support team as soon as possible, we will be able to identify the cause of the failure and either fix it there and then, or give detailed notes which can help resolve any issues with your card issuer.
Want some help avoiding failed payments in the future?
Instalments are set to be taken on the first day of the month. Do you need to change this to a date that fits better with your monthly financial cycle? No problem, just write to our support team and we’ll get this sorted for you.
What happens if a split payment remains as failed?
Unfortunately, if a split payment remains as failed after taking the steps mentioned above, we’ll need to press pause on your lessons. We understand that life can happen and we can promise a caring, non-judgemental support process. With this in mind, if you can spot some difficulties coming up around future payments, we will do all we can to help keep the music going for you or your family. Our advice is to get in touch - taking the ostrich approach means we can't help!
If you wish to contact Support regarding your failed payment, please send us an email to [email protected].