If a top-up fails, there is usually nothing wrong. The app then shows the screen Top-up failed: "We could not top up your balance. You have not been charged. Please try again." More annoying is the situation where your bank did debit the amount but the credit is not on your account. Both cases are covered below.
Check first
- Open your banking app and see whether the amount was debited.
- Open SimplePark and check under Balance whether it went up. Pull the page down to refresh.
- If nothing was debited and nothing added, start the top-up again with Top up.
- If it was debited but nothing added, wait ten minutes and look again.
If the top-up does go through, you see the screen Payment successful: "Thank you for your payment. The amount has been added to your balance and is ready to use for your next parking activity." Shortly afterwards you get an email that your balance has been topped up successfully, with the invoice as a pdf. If neither arrives, the payment did not come through.
Why a payment fails
- Aborted. You went back to the app before your bank confirmed the payment.
- Declined by your bank. Insufficient funds, a daily limit or a security check by your bank.
- Time-out. The payment took too long, because of a poor connection for instance.
- Outage at your bank or at the payment provider. Happens now and then; try again after a few minutes.
- Amount outside the limits. You top up at least € 2 and at most € 500 at a time, and your balance may not go above € 1,000. At that ceiling the app says Balance limit reached.
In all these cases nothing is debited. See also Payment method declined.
Debited, but no credit
Sometimes your bank only confirms the payment to our payment provider a few minutes later. The credit then arrives on your account as soon as that confirmation is in. If it is still not there after ten minutes, email [email protected] with the amount, the time and, if you have it, the payment reference from your banking app. We look up the payment at Mollie and add the credit.
You need to park now
If topping up fails and your car is in a paid zone, pay at the ticket machine. Enforcement only checks whether your plate is paid for. If you do try to start with too little credit, the app stops you with Insufficient balance and the button Top up balance. If you need help right now, call +31 85 2033 299.
Failed direct debit
If it is not a top-up but a direct debit that was not executed, you get an email that the direct debit failed, with a button to pay the amount after all. We make no second attempt after that; you pay the amount yourself. How that works is in Direct debit reversed.