Use this page for pending card amounts, missing confirmation, duplicate attempts or general checkout questions. If your checkout definitely failed, there is a separate page for that.
Do not keep retrying immediately. A pending authorisation can appear even when the website has not confirmed temporary insurance. Check for a confirmation email and allow the payment status to settle before making another attempt.
Check the email address used for the quote, including spam or junk. Do not drive until you can verify the correct driver, vehicle and cover period in the issued documents.
If the website told you payment failed or no successful payment was confirmed, use the failed-payment guidance before retrying.
Keep the registration, quote email address, payment time and any payment reference. Never email full card details.
Some banks ask you to complete an additional security check. Keep the checkout open until you return and we have confirmed the result.
A bank screen closing or returning to the site does not by itself mean the charge succeeded or failed. Keep the payment reference and check your email or contact us.
Once a document is available, read the vehicle, driver, permitted use and start/end times. You can also find an issued policy in My Portal using its registration.
Include the registration, quote email address, approximate time and payment reference. Never include the full card number or security code.
Only rely on the issued temporary car insurance confirmation and policy documents for the correct driver, vehicle and period.
A pending bank amount is not proof that cover has started.
A successful website message should still be checked against the issued documents.
If anything is missing or incorrect, resolve it before driving.