With this feature, you can settle an outstanding balance yourself directly in the app if an automatic payment collection was not successful.
This feature is only shown when there is actually an outstanding balance on your profile.
When is this feature shown?
If there is an outstanding balance, you will see a message in the Me section with the label “Outstanding Balance”.
Simply tap “Pay” there.
How it works
After tapping “Pay”, you will be redirected to a separate payment page.
There, you can settle the outstanding amount and choose your preferred payment method.
Why does this feature exist?
This feature is intentionally designed this way because it involves sensitive payment data. It allows you to settle an outstanding balance securely yourself, without any manual handling of payment details. At the same time, it ensures that the payment is correctly assigned in our accounting system.
Why does an outstanding balance occur?
An outstanding balance usually occurs when automatic payment collection was not successful. In many cases, this happens because there is an issue with the currently saved payment method — for example, if it is no longer valid or the payment could not be completed successfully.
What happens if there is an outstanding balance?
As long as the outstanding balance has not been settled, your profile will automatically be disabled for further charging sessions. Once the payment has been completed successfully, your profile will be reactivated, and you can use charging again as usual. This means you can unlock your profile yourself without needing support.
Important note
This feature is intended for exceptional cases only.
If you have a valid and funded payment method, automatic payment collection will usually work reliably and without issues.