I can't make a payment. What should I do?
Updated on: 24/07/2026The essentials
In 99% of cases, the problem lies with your card or your bank, not with your Filovent booking. The usual culprits: a weekly or monthly limit reached, a brand-new card, or online payments not enabled.
The 3 things to do, in order: pay a smaller amount using the link emailed to you after the failed attempt (this holds the offer while you settle the rest), ask your bank to raise your limit, or switch to an instant bank transfer. Above €20,000, a single card payment is no longer possible: pay by bank transfer, or split the amount between several payers. All payments are made from your customer account, in the 'My bookings' section. For anything urgent: +44 20 4576 3186.
Why has my card payment been declined?
Three causes account for the vast majority of failed payments, and each one is sorted out in minutes. Every case is covered in the FAQ 'My card payment didn't go through, why?'
| Cause | What you see | Solution |
|---|---|---|
| Weekly or monthly limit exceeded (cause no.1) | Payment declined even though the account has funds. Example: limit of €2,000 per week, €300 already spent, €1,800 payment declined | Raise the limit in your banking app or by phone, usually effective straight away |
| Amount above the maximum authorised by your bank | The full amount is declined every time, a smaller amount goes through | Split the payment, or switch to a bank transfer |
| New card or online payments not enabled | Declined on the very first attempt, whatever the amount | Enable online and overseas payments in your banking app |
| 3D Secure not validated | Authentication blocked, notification or text message never received | Check the mobile number registered with your bank, activate the app, then try again |
| Amount above €20,000 | Filovent's online card payment limit | Split the payment between several payers, or pay by bank transfer |
| Debit or prepaid card authorised transaction by transaction (Electron, Maestro, prepaid) | Declined on large amounts only | Switch to a bank transfer |
| Technical issue (expired session, VPN, ad blocker) | Blank screen, redirection interrupted | Another browser or private browsing, disable VPN and blockers |
What should I do if my payment is declined?
- Use the link emailed to you. After each failed attempt, Filovent sends you a link that lets you choose the amount you pay. A partial payment is enough to keep the offer on hold while you settle the balance another way.
- Call your bank to raise your limit or enable online payments.
- Ask your advisor for a reduced payment over the phone if you can't use the link.
- Switch to an instant bank transfer if your bank offers one: a few minutes, for one or two euros in fees.
- Always let us know before the due date, even without a solution: flagging the issue keeps your booking secure.
Payment methods and processing times
| Method | Timing | Good to know |
|---|---|---|
| Bank card from your customer account | Immediate | 3D Secure required, €20,000 limit |
| SEPA transfer | 1 to 2 working days | IBAN and booking reference provided in your customer account |
| Instant transfer | A few minutes | The quickest option when the due date is imminent |
| Bank cheque | Variable | Conditions apply, €5,000 maximum, specific posting procedure |
What is a SEPA transfer?
A euro bank transfer scheme still used between the UK and the EU after Brexit. Your bank sends euros to our IBAN, and the funds arrive in 1 to 2 working days. Most UK banks apply their own transfer fee and exchange rate, so check both before you send.
Bank transfer: the 4 points to watch
If your card stays blocked, paying by bank transfer is the safest fallback, provided you follow these four rules:
- Reference: quote the booking number shown in your customer account, in the format 1118XXX-332XXX. Without it, processing is delayed or even impossible.
- IBAN: only use the one displayed in the 'Transfer instructions' section of your customer account.
- Date: send the transfer at least 3 working days before the due date, excluding weekends and public holidays.
- Proof: send the transfer receipt to your advisor. It secures your booking before the funds actually land.
Beware of bank transfer fraud
Filovent will never ask you for:
- an IBAN sent by text message, WhatsApp or instant messaging;
- an urgent change of bank details just before a due date;
- your 3D Secure code, your security code or your online banking credentials;
- a payment by cryptocurrency, money order or prepaid card.
If in doubt: don't click on any link, log in to your customer account and compare the IBAN, or call +44 20 4576 3186.
The balance is charged automatically: what that changes
Unlike the deposit, the balance is charged automatically — here's what that means for you:
- The balance is charged to the card used to pay the deposit, on the due date shown on your booking confirmation (clause 6.5 of our terms and conditions).
- You receive an email a few days before the charge: that's the moment to check your limit and that your card is still valid.
- Card renewed, lost or cancelled since the deposit? Tell us beforehand, otherwise the charge will fail.
- If it fails, a payment link is sent to you: settle it without delay to avoid your booking being placed in default.
Why is my bank showing an amount higher than the one requested?
That's normal: when authenticating the deposit, your bank asks you to authorise the total (deposit + balance). Only the deposit is debited. If you cancel before the due date, the balance charge is cancelled too.
I can't pay on the scheduled date: what happens?
| Situation | Consequence | The right reflex |
|---|---|---|
| Deposit not paid within the option period | The boat or cabin goes back on sale, with no guaranteed price | Pay a partial amount to hold the offer |
| Balance charge failed | Reminder, then risk of cancellation with contractual charges | Pay via the link sent to you, or by instant transfer the same day |
| Cancellation for non-payment | The cancellation scale applies, the deposit remains due | Check whether your cancellation insurance covers the reason given |
| Balance unpaid at departure | Boarding refused by the charter base or the cabin cruise operator | No payment can be taken at the charter base: settle before departure |
How can I split the payment between several people?
- The multi-payer option lets you split the amount between crew members: you enter the amount, each payer settles their share.
- Point to watch: this choice must be made before the first deposit is paid. No payer can be added afterwards.
- It's also the answer for an amount above €20,000, which cannot be paid by card in one go.
Paying in another currency or from abroad
- Bank card: conversion is automatic, nothing else to do.
- Transfer in foreign currency: let your advisor know. Dedicated bank details and the applicable exchange rate will be sent to you.
- American Express: payments are processed by phone with our finance team. Transfers from an Amex account incur additional fees.
- Warn your bank about a large payment abroad to avoid an automatic anti-fraud block.
Payments still to plan for
- The security deposit is paid at the departure base, by bank card in the skipper's name: check the card limit before you leave. A damage waiver considerably reduces the amount held.
- Extras (skipper, hostess, cleaning, dinghy) are often paid in cash on boarding abroad, as cheques are systematically refused.
- On-site expenses (marinas, fuel, provisioning) weigh as much as the price of the boat: we break them down in the real budget of a one-week cruise.
- Not sure what your quote already covers? See how our prices are put together.
Invoice, duplicate charge and refund
- Invoice: request it from your advisor or the finance department. The booking confirmation available in your customer account already contains the same information.
- Charged twice: send us your bank statement. The correction is made once accounts have been checked.
- Payment debited but not showing on your booking: send the debit advice. Matching it up usually takes 24 to 72 hours.
- Refund: issued to the original payment method and to the benefit of the payer.
Who to contact and when
| Your problem | Who to speak to |
|---|---|
| Card declined, limit, 3D Secure | Your bank, first and foremost |
| Payment link, partial amount, due date, extension | Your Filovent advisor |
| Invoice, duplicate charge, refund, payment in foreign currency | Finance department, via your advisor |
| Payment due today, imminent departure, doubt about an IBAN | Concierge service on +44 20 4576 3186 |
The golden rule: a blocked payment is only a problem if you don't flag it. A partial payment is enough to protect your booking while you find the solution.
If the payment is still going nowhere, call your Filovent advisor on +44 20 4576 3186 or reply to the last email you received. We'll sort it out with you before the due date.
