Starting from 16th July 2025, we’ll automatically retry any Direct Debits, Standing Orders or Scheduled Payments that fail due to insufficient funds on your account. We’ll automatically retry the failed payment once, usually after 12PM (UK time) on the same day, but we will notify you with the exact date and time when the payment will be retried.
Your payment won’t be retried if the payment fails due to other reasons than insufficient funds (i.e. due to Kroo account being blocked or payment being related to cryptocurrency provider).
Here's what you can expect if your payment fails:
- We’ll send you an in-app push notification and an email. If you tap on the failed transaction in the Kroo app, you’ll see the transaction status showing as ‘pending’ and a brief explanation of why it failed.
2. We’ll retry the failed transaction usually after 12PM (UK time) on the original payment date, however the app notification, email and transaction details will specify the date and time when it will be retried. Please ensure your account has sufficient funds by that time to avoid a second failure.
3. You can cancel Direct Debits or Scheduled Payments in the app anytime – just make sure to set-up an alternative way to pay if needed.
How to ensure your payment is debited successfully:
- Top up your account - Make sure the required funds are available before the next retry on the day of the scheduled payment. We’ll only retry the payment once after that time.
- Don’t make an additional payment manually while the original failed payment shows as ‘pending’ - If you have sufficient funds in your account, the payment should be retried automatically and will be debited successfully.
- Contact the service provider or payee - If the payment fails again due to insufficient funds, we won’t retry it. You’ll need to contact the payee or service provider directly to arrange an alternative payment, or in case of a standing order – send a payment manually from the app.
- Contact us - If you’re experiencing financial hardship, believe a payment was taken in error, or need further assistance, please reach out to us via the in-app chat or at help@kroo.com.